This is a fully remote position, open to applicants in United States.

• Provide assistance and resolve technical challenges associated with Cellebrite's SaaS-based solutions.

• Assist customers via phone, email, and chat communications.

• Utilize CRM tools for effective case management.

• Diagnose issues and guide customers or partners to resolution directly.

• Collaborate and maintain close communication with internal Cellebrite teams.

• Ensure adherence to and compliance with established SLA and KPI standards.

• Minimum of 2 years of practical experience supporting SaaS browser-based applications on Windows Workstations.

• Strong problem-solving abilities and effective follow-through in individual and group settings.

• Exceptional written and verbal communication skills.

• Demonstrated experience in customer service with a technical focus.

• Quick and adaptive learning capabilities.

• Capacity to manage support cases from initiation to resolution.

• Ability to successfully multitask in a fast-paced environment.

• Familiarity with AI tools/technologies (Claude, ChatGPT, Copilot) is a plus.

• CompTIA A+ or Network+ certifications and knowledge are advantageous.

• Proven experience in SaaS settings supporting end-user functionality is a benefit.

• Understanding of mobile operating systems (iOS, Android) is beneficial.

• Enthusiasm for providing support and aiding customers.

• Capability to work effectively both in a team and independently.

• Coordination skills with Project, Monday Board, and Salesforce platforms.

• Proficient in both spoken and written English.

• Proficiency in Spanish and/or Portuguese is highly advantageous.

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Supportive work environment that values teamwork and collaboration.

• Comprehensive health and wellness benefits.

• Flexible work arrangements to promote work-life balance.

Technical Support Representative – SaaS

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