Technical Customer Support Engineer - Germany

About Cellebrite

Cellebrite's mission is to empower its worldwide customers to protect and save lives by enhancing digital investigations and gathering intelligence to accelerate justice globally. Their AI-driven Digital Investigation Platform enables lawful access, collection, analysis, and sharing of digital evidence for authorized investigations while ensuring data privacy. Hundreds of public safety organizations, intelligence agencies, and commercial clients utilize Cellebrite's solutions offered through cloud, on-premises, and hybrid models to expedite case resolutions and protect communities.

Role Overview

We are looking for a skilled Technical Support Engineer to deliver comprehensive support to customers in the DACH region. This position entails full responsibility for technical issues from initial troubleshooting to final resolution, involving hands-on remote and on-site assistance and close collaboration with internal teams to maintain exceptional customer satisfaction.

Key Responsibilities

• Deliver Level 2 technical assistance via phone, email, chat, video calls, and in-person visits
• Manage customer inquiries end-to-end, including diagnosis, remediation, and case closure
• Support clients across the DACH region with occasional on-site engagements
• Analyze and resolve complex problems spanning servers, storage, network infrastructure, cloud, and applications
• Record and track cases efficiently within CRM or ticket management systems
• Maintain clear and timely communication with customers and partners throughout issue resolution
• Work collaboratively with internal teams such as Sales and Engineering to solve problems
• Adhere to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring high customer satisfaction
• Engage in ongoing refinement of support methods and share knowledge internally
• Work with flexible schedules based on business demands

Mandatory Qualifications

• Proven experience managing Windows and Linux server environments
• Ability to diagnose and troubleshoot issues at the application, operating system, and infrastructure levels
• Familiarity with iOS and Android platforms
• Experience using CRM or ticketing software
• Strong analytical and problem-solving capabilities with accountability for technical resolutions
• Excellent verbal and written communication skills with a customer-centric approach
• Capable of working autonomously in a high-paced, client-focused setting
• Fluency in both English and German languages, spoken and written

Preferred Skills

• Knowledge of SQL queries, Python scripting, API interactions, or data formats such as hexadecimal
• Background or certifications in digital forensic investigations
• Hands-on experience with Cellebrite tools or equivalent forensic software
• Understanding of law enforcement or forensic operational environments

Additional Details

• Applicants must be eligible for or able to acquire Security Check (SC) clearance
• This is primarily a remote position requiring travel within the DACH area
• Periodic presence at the Munich office is expected
• Preference given to candidates residing within reasonable commuting distance of Munich

Equal Opportunity Commitment

Cellebrite is an equal opportunity employer dedicated to providing employment opportunities without discrimination based on gender, sexual orientation, race, religion, national origin, disability, veteran status, age, or any other legally protected status.