Python Job: Sales Engineer

Cellebrite: Digital Intelligence for a Safer World

Digital data plays an increasingly important role in investigations and operations of all kinds. Making data accessible, collaborative and actionable is what Cellebrite does best. As the global leader in digital intelligence with more than 60,000 licenses deployed in 150 countries, we provide law enforcement, military, intelligence, and enterprise customers with the most complete, industry-proven range of solutions for digital forensics, triage and analytics.

By enabling access, sharing and analysis of digital data from mobile devices, social media, cloud, computer, cellular operators and other sources, Cellebrite products, solutions, services and training help customers build the strongest cases quickly, even in the most complex situations. As a result, Cellebrite is the preferred one-stop shop for digital intelligence solutions that make a safer world more possible every day.

Founded in 1999, Cellebrite is known worldwide for innovation, commitment to our customers’ missions, and technical expertise. With HQ in Israel the company has more than 500 employees across the globe, with dedicated Sales operations in the United States, Israel, Brazil, United Kingdom, Germany, Singapore and Australia.

Cellebrite is looking for Technical Customer Support Engineer based in Australia, with strong hands-on technical skills and background. Work closely with customers, support teams and sales managers in Cellebrite.

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

A must :

• Good knowledge and experience with Windows OS
• Familiar with computer technology and systems
• Experience with server configuration and deployment
• At least 3 years of high-level Technical Support experience
• 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 settings
• Excellent in English, both in speaking and writing
• Ability to manage tough and stressful situation 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 till resolved
• Travel to customer locations for onsite troubleshooting/fix implementation, when required
• Travel to Israel and Singapore for periodical trainings

An advantage :

• 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 acquire 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