Tier 3 Product Support Expert

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:WebinarsUser ForumsExpert CommunitiesThe 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 personnelRepresent Cellebrite Support on digital forensic forumsProvide expert tips, advice, and solutionsTroubleshoot technically complex issuesContinually push for product improvementsManage bugs with R&D to ensure timely fixes in minor/major releasesEstablish and maintain processes, procedures, documentationRequirementsSysadmin experience with Linux and WindowsStrong background in networking and cloud infrastructureBackground 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 plusStrong analytical and problem-solving skillsExcellent written communication and verbal skillsExperience with debugging, troubleshooting, and reproducing issues in labExperience with providing solutions and workaroundsThe following personal traits are required:Methodical, structured, and organizedPatient and eager to help (both internal/external customers)Strong desire to learn and develop personal expertiseStrong desire to help others develop expertiseHighly motivated with a “take ownership” attitudeThis 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, ****** orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.