Technical Customer Support Tier 2 Engineer

Cellebrite

Philippines
Permanent
Full-time

1 month ago

Description:Our mission: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.What is your mission:Cellebrite is searching for a Technical Customer Support Engineer, based in Manila (work from home), with a strong technical background and hands-on capabilities to work closely with customers and Cellebrite teams.

Provide support to customers in Asia Pacific, with focus to customers in Philippines.
Report to Regional Technical Customer Support Manager and be part of Global Technical Customer Support team.
Handle technical customer support cases via call/email/chat channels.
Use CRM to manage cases both remotely and onsite.
Troubleshoot and fix technical issues of Cellebrite products for customers.
Directly communicate with customers or partners during troubleshooting progress till resolution.
Follow SLA & KPI, enhance and maintain high quality technical customer support.
Flexible with working hours when necessary.
Customer site visits from time to time.

Mission requirements:

Based in Manila, able to work from home, with dedicated space for work and lab at home.
Excellent English and Filipino speaker.
At least 3 years of high-level Technical Support experience.
Excellent knowledge and experience with Windows OS.
Familiar with computer technology and systems.
Excellent coordination, multi-tasking and problem-solving skills.
Excellent communication skills, able to communicate well between various teams, management and customers.
Ability to work independently and in teams.
Ability to manage tough and stressful situations in a calm manner.
Ability to provide support whilst maintaining high quality customer service soft skills.
Ability to adapt in a fast-paced environment and demands of this position.
Fast learner, ability to pick up new knowledge and skills quickly.
Takes ownership and responsibility of cases from open until resolved.
Travel to customer locations for onsite troubleshooting/fix implementation, when required.

An advantage for your mission:

Experience with CRM ticketing systems.
Knowledge and experience in mobile phones and cellular technology.
Knowledge of mobile phones OS (iOS, Android…).
Knowledge and experience in Linux and MacOS.
Having acquired Technical Certifications (e.g., CCNA, MCSA…).
Knowledge of SQL, Python or Hex databases.
Experience in using Cellebrite or other forensic software.
Digital Forensics/Computer Science degree.

Mission Skills & Qualities:

Positive attitude.
Creative and critical thinking skills.
Passionate about support, being in the frontline and solving problems for others.
Organized and process oriented.
Approachable and helpful.
Knows how to establish objectives and achieve them.

Requirements:Personal Characteristics:

Cellebrite

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