Team Leader Technical Customer Support
Location
Vienna, VA | United States
Job 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 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
Cellebrite is looking for a Team Leader for our NA Technical Customer Support team, located at our Tysons Corner, VA office with a hybrid work arrangement. We are looking for a candidate with a robust technical background and extensive experience in software solution and product support. This individual will play a dual role, serving as both a hands-on technical support resource and a team manager, primarily responsible for overseeing our customer support operations in the Americas region.
The Team Leader we're seeking will bring a strong managerial skill set to the table. While actively managing the support team, a significant part of their daily activities will involve addressing customer tickets and ensuring the team's success in delivering top-notch support. Bottom of Form
- Previous Experience in Law enforcement or Private market utilizing Digital forensic and investigative toolsets
- Handle and oversee of technical issues generated by customers in daily operation and/or in projects.
- Hands On Troubleshoot and fix technical issues on Cellebrite products for customers, using call/email/chat to support customers, use CRM for Case management.
- Assist in reproduction and case escalation level issues directly to Tier 3 and R&D
- Manage the local support team
- Directly communicate to customers or partners during case handling / escalation and CSAT situations
- Cooperate and coordinate CSAT closely with other internal teams within Cellebrite.
- Follow and assure SLA & KPI’s are adhered, improve technical support quality.
Office Location:
Vienna
REQUIREMENTS
· Must Have's
- Hands on experience with:
- Windows Server and Workstation systems -Advanced
- Enterprise Network services -Intermediate
- Project management skills -Intermediate
- Previous Experience in Law enforcement or Private market utilizing Digital forensic and investigative toolsets
- Passionate about support, a true Leaders attitude, and strive to solve problems for others.
- Ability to work both in a team environment and individually.
- Coordination skills in Project, Monday Board, Salesforce
- At least 3 years of Hands-on experience in technical support or IT support role
- At least 3 years of experience leading a support team and providing direct assistance in case handling and escalation.
- Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations.
- Outstanding communication skills on both written and verbal
- Proven customer experience with technical orientation
- Fast learning skill to adapt to this position.
- Ability to work full time, be available during operational hours.
- Ability to multitask and function appropriately under stressful conditions.
- Expert English communication skills (oral and written)
Nice to Have's
- Knowledge of Cloud services; AWS / MS Azure
- Knowledge in databases – SQL
- Experience in Mobile Cellular world
- Experience in SaaS environments
- Knowledge of mobile phone OS (iOS, Android…)
- Technical Certifications (CCNA, MCSA…)
- Spanish and/or Portuguese would be a benefit.
This is a hybrid position, 3 days in office/ 2 days remote in Tyson's Corner VA. ONLY LOCAL CANDIDATES WILL BE CONSIDERED.
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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