T3 Technical Support Engineer (BB-254BD)

Found in: Neuvoo IL


About The Position

The Tier 3 Technical Support Engineer is the final escalation point within the Customer Care and Technical Support Organization. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineer. The Tier 3 Engineer is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with end customers, QA, R&D, and Product Management. The Tier 3 TS Engineer is the escalation point for technical support issues globally.

Essential duties and responsibilities:

  • Reproduce/confirm product defects.
  • Provide product training to Tier 2.
  • Escalate technical issues that could not be resolved by Tier 2 TS Engineers to R&D.
  • Create technical bulletins to expand the knowledge base for handling support issues.
  • Ensure Tier 2 engineers are informed and current of all product enhancements
  • Provide R&D with the simulation scenarios they need to fix issues and improve products.
  • Manage bugs with R&D to ensure timely fixes in minor/major releases
  • Establish and maintain processes, procedures, documentation
  • Establish and maintain training materials/agenda
  • Requirements

  • Minimum of 2 years’ experience in technical support
  • Experience with debugging, troubleshooting, and reproducing issues in lab.
  • Methodically resolve complex production issues reported by customers and partners.
  • Strong analytical and problem-solving skills.
  • Excellent written communications and verbal skills
  • Strong customer relation skills.
  • Ability to handle multiple priorities.
  • Clearly define problems, analyzing data, establishing facts and drawing valid conclusions.
  • Experience with providing solutions and workarounds.v Background in databases- a plus
  • Ability to write SQL queries- a plus
  • 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.

    Personal Characteristics

  • 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
  • calendar_today8 hours ago

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