Tier 3 Product Support Expert

About The Position

Company Overview

Cellebrite’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Cellebrite’s AI-powered Digital Investigation Platform enables customers to lawfully access, collect, analyze and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Cellebrite’s digital forensic and investigative solutions, available via cloud, on-premises and hybrid deployments—to close cases faster and safeguard communities.

Position Overview

Tier 3 Technical Support is the highest level of product expertise within the Technical Support Organization. The Tier 3 engineer is capable of troubleshooting and resolving the most complicated issues and working closely with end customers, QA, R&D, and Product Management. Requiring a high level of technical expertise, the Tier 3 Technical Support Expert is responsible for the following:

• Provide expert tips, advice, and solutions
• Troubleshoot technically complex issues
• Continually push for product improvements

The following personal traits are required:

• Methodical, structured, and organized
• Patient and eager to help (both internal/external customers)
• Strong desire to learn and develop personal expertise
• Strong desire to help others develop expertise
• Highly motivated with a “take ownership” attitude

Responsibilities

• Provide technical expertise to group members
• Troubleshoot, investigate, reproduce issues
• Manage bugs with R&D to ensure timely fixes in minor/major releases
• Establish and maintain processes, procedures, documentation

Requirements

• At least three years in a technical support role

Hands-on technical expertise in any of the following areas:

• Operating systems (Windows/Linux/Android/iOS)
• Scripting and coding (bash/Python/C#)
• Computer forensics
• Cellebrite products
• File and database structures
• Analysis tools (HEX reader, SQL)
• SaaS support (deployments, releases, incidents)
• Cloud/SaaS basics (tenancy, SSO, RBAC, SLAs)
• IT/networking basics (TCP/IP, DNS, VPN, proxies, packet capture)
• Integrations/connectivity (endpoints, networks, IdPs)
• Proficiency with AI tools
• Strong analytical and problem-solving skills
• Excellent written communication and verbal skills
• High level of English- speaking and writing
• Experience with debugging, troubleshooting, and reproducing issues in lab
• Experience with providing solutions and workarounds.