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Technical Support Engineer
Cellebrite
posted 20hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Cellebrite is looking for a Technical Customer Support Engineer based in New Delhi with a strong technical background and hands-on capabilities to work closely with customers and teams in Cellebrite.
- Provide support to customers in Asia Pacific, with a focus on customers in India
- Report to the Regional Technical Customer Support Manager and be part of the 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.
Requirements:
A must:
- With India citizenship, able to work in New Delhi office
- Could speak native Hindi and communicate in English
- With driving license or able to travel when needed
- Be flexible in working hours when needed
- Be proactive and approachable, fast in response
- 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 group
- Ability to manage tough and stressful situations in a calm manner
- At least 3 years of high-level Technical Support experience
- Good knowledge and experience with Windows OS and/or other OS
- Familiar with computer technology, network and systems
- Familiar with Red Hat or other Linux systems
- Ability to provide support while maintaining high-quality customer service soft skills
- Ability to adapt to a fast-paced environment and the demands of this position
- Fast learner, ability to pick up new knowledge and skills quickly
- Takes ownership and responsibility of cases from open till resolved
- Travel to customer locations for onsite troubleshooting/fix implementation when required
An advantage:
- Able to speak additional languages in India
- 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
- Have 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
Skills Qualities
- Excellent positive attitude.
- Excellent creative and critical thinking skills.
- Passionate about support, being on the frontline, and solving problems for others.
- Organize, process-oriented.
- Approachable and helpful.
- Knows how to establish objectives and drives to meet them.
Employment Type: Full Time, Permanent
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Flexible timing
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