Technical Customer Support Engineer

at  Cellebrite

COMPANY OVERVIEW:

Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.

POSITION OVERVIEW:

• Work in primarily with the UK market – a good understanding of UK Policing, and/or military and/or the private market would be beneficial,
• Would be required to handle customer technical support cases via phone, email and chat, use Customer Relationship Management software (CRM) to manage cases both remotely and onsite when required,
• Troubleshoot and fix technical issues on multiple Cellebrite Solutions for customers,
• Maintain client confidence by keeping their information confidential and understand the conditions of handling of live evidence,
• Directly communicate to customers or partners during troubleshooting and issue resolution,
• Work with a wider team (globally and in the UK) to feed improvements to Cellebrite Solutions,
• Report to the regional technical support manager and integrate with global technical support team,
• Follow Cellebrite SLAs & ensure KPIs are met,
• Be driven to take responsibility for self development and learning as well as undertaking training courses provided by the company,
• Make improvements to the quality of the delivery of technical support,
• Have the ability to work flexible hours

KEY REQUIREMENTS:



• National Security Vetting Clearance at Security Check (SC) or the ability to achieve SC clearance
• At least 3 years experience in a Technical Support /Delivery Engineer/Post Sales /Forensic practitioner or similar technical role
• Competency in the use of core Microsoft tools
• Excellent hands-on problem-solving skills and persistence to resolve situations
• Outstanding communication skills, both written and verbal in a customer facing environment
• Fast learning skills with the ability to adapt to this position
• Responsibility of ownership for cases from open to close
• Prioritization skills to manage workload, including case management and personal development,
• Ability to work in a high-pressure environment balancing the needs of the customer and Cellebrite
• The skills to be confident in being the voice of the customer, sharing specific requirements and driving change

Hands on experience with:

• Forensic extraction and analysis solutions, preferably Cellebrite or other forensic software
• Windows Operating Systems (OS)
• Basic fault finding with server-based applications (checking ports, AV etc)
• Different Mobile phone OS (iOS, Android…)
• Computers and Technology Hardware environment; peripherals.
• CRM ticketing systems

QUALIFICATIONS:



• Presentation capabilities via webinar, public speaking and within customer environments
• Knowledge of Linux, SQL, Python and or Hex databases
• Knowledge and operation of computer forensics on both Mac OS and Windows OS,
• A Digital Forensics/Computer Science degree or qualification (title and date achieved required)
• Relevant Technical Certifications (title and date achieved required)
• Familiarity with forensic environments with an understanding of the forensic opportunities digital devices can offer and the challenges law enforcement faces
• An understanding of ISO17025 and the implications of this to the digital forensic community
• Experience in improving existing processed by evaluating objectives and specifications, reviewing proposed changes, and making recommendations
• Understanding on preparing reference material for users by drafting simple and clear operation instructions

Office Location:
Londo

Please refer the Job description for details