Technical Customer Support Engineer

About Cellebrite: Cellebrite’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Cellebrite’s AI‑powered Digital Investigation Platform enables customers to lawfully access, collect, analyse and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on‑premises and hybrid deployments—to close cases faster and safeguard communities.

Cellebrite is seeking an experienced Technical Support Engineer Level 2 based in the UK, with a strong technical background and hands‑on experience, to support customers and sales activities across the UK and Europe. This role requires full ownership of customer technical issues from initial investigation through resolution. The position involves hands‑on troubleshooting, direct customer engagement, and on‑site support when required.

Responsibilities:

• Provide Level 2 technical support to customers using video sessions, phone, email, chat, and on‑site visits.
• Own and manage customer technical issues end to end, from initial analysis to resolution and closure.
• Document, track, and manage cases using CRM ticketing systems, both remotely and on customer premises.
• Perform on‑site customer visits as required across the UK and Europe.
• Troubleshoot complex technical issues across servers, storage, networking, cloud, and application layers.
• Communicate directly with customers and partners throughout troubleshooting and issue resolution.
• Collaborate with internal teams, including sales and engineering, to resolve customer issues.
• Meet defined SLAs and KPIs while maintaining high customer satisfaction.
• Work flexible hours when business needs require it.

Requirements:

• Strong hands‑on experience with Windows and Linux server environments.
• Solid understanding of networking, server deployment, storage, cloud, and multi‑platform infrastructures.
• Experience with Active Directory/LDAP, CRM ticketing systems, and troubleshooting across application, OS, and network layers.
• Practical knowledge of PostgreSQL, Elasticsearch, and Redis, including running queries and diagnosing performance issues.
• Ability to read and interpret scripting languages (Python, PowerShell, Ansible) for debugging.
• Familiarity with monitoring tools such as Prometheus and Grafana.
• Excellent problem‑solving skills with full ownership of issues from investigation to resolution.
• Strong communication skills and proven customer‑facing experience.
• Ability to work independently under pressure, with high accountability and adaptability.
• Fluent English (written and spoken); additional European languages are a plus.

Nice to Have:

• Experience with AWS environments (EC2, S3, RDS, Elasticsearch).
• Knowledge of iOS/Android ecosystems.
• Understanding of SQL, Python, APIs, or hex‑based data.
• Background in digital forensics or relevant technical certifications.
• Experience using Cellebrite or other digital forensic tools.

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, colour, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Office Location: London, United Kingdom.