Tier 3 Product Support Expert at Cellebrite

About 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 in more than 140 countries, Cellebrite s Digital Intelligence platform and solutions transform how customers collect, review, analyze and manage data in legally sanctioned investigations.

What you'll do:

Tier 3 is the highest level of product expertise within the Cellebrite Technical Support Organization. Suitable candidates must be motivated to take on a technical leadership role as the Cellebrite SME for the Pathfinder analytics product and actively participate in expert forums in Cellebrite and in the broader forensic community. Suitable candidates must demonstrate a passion for initiating and leading activities that build relationships and generate engagement with customers, for example:

• Webinars
• User Forums
• Expert Communities

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. The Tier 3 engineer is responsible for the following:

• Train and enrich Cellebrite personnel
• Represent Cellebrite Support on digital forensic forums
• Provide expert tips, advice, and solutions
• Troubleshoot technically complex issues
• Continually push for product improvements
• Manage bugs with R&D to ensure timely fixes in minor/major releases
• Establish and maintain processes, procedures, documentation

Requirements

• Sysadmin experience with Linux and Windows
• Strong background in networking and cloud infrastructure
• Background in databases and NoSQL databases (MongoDB and/or Elastic Search).
• Background in IT infrastructure (DNS, Active Directory)
• Hands-on experience with scripting and coding (bash/Python/C#)
• Background in decoding and analytics software
• Experience with Cellebrite Physical Analyzer and Pathfinder products a plus
• Strong analytical and problem-solving skills
• Excellent written communication and verbal skills
• Experience with debugging, troubleshooting, and reproducing issues in lab
• Experience with providing solutions and workarounds

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

This position is remote. We are looking for candidates preferably in the East Coast/Mid West area. Occasional travel to our office in DC is required.

Cellebrite is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

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