Cellebrite Published: September 20, 2019
Job Type
Category
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Petach Tikva
How many relevant years experience do you require for the role:
More than 3 years

Description

This is a business and technical leadership position in the Technical Support group. Working in a fast-paced environment, the Manager of Technical Support will be responsible for delivering the highest level of support for Cellebrite products, unmatched industry wide, for forensic customers including channel partners.

The position requires collaboration with several cross functional technical, service, and business teams where strong analytical, problem solving and leadership skills are essential for success.

KEY RESPONSIBILITIES:

The role is to effectively manage and resolve any customer problems while ensuring a high degree of customer satisfaction through the leadership of the Technical Support Team.

The Manager of Technical Support is expected to:
- Ensures “best of class" processes and procedures are proactively maintained to exceed the company’s quality and performance standards.
- Implements, maintains and enhances reporting systems to support ongoing measurement against performance benchmarks.
- Develops and nurtures a customer-driven technical support culture using a team based approach
- Ensure continuous, courteous and professional support coverage. Effectively manage and resolve customer technical problems while ensuring a high level of customer satisfaction and meeting established guidelines.
- Attract and retain the best tech team. Hire for growth as required.
- Provide training for products plus client-facing skills to tech support team.
- Mentor and improve the Technical Support Team through coaching, knowledge transfer and process improvement.
- Identify cause and provide appropriate solutions to critical customer issues. Influence development and QA process improvements based on the nature of the critical case reviews.
- Participate in the new product development process to ensure serviceability is designed into the product. Based on field experience, provide input to product management and R&D.
- Be the Customer Advocate across all departments within Cellebrite.

Requirements

- 5-7 years progressive experience in the Technical Support field, with strong technical knowledge and expertise
- At least 4 years at a managerial level in Technical Support departments
- Experience in Global companies
- Bachelor’s degree in business administration or technical field; or the equivalent education, leadership and technical experience.
- The successful candidate will likely come from the enterprise software, wireless/telecommunications or call center environment
- Quick learner to a new industry and wireless (handset) ecosystem

Must
- Computers and technology environment
- Good Networking knowledge and experience (TCP/IP, DNS, File Sharing and Mapping)
- CRM ticketing systems
- Server configuration and deployment

An advantage
- Law Enforcement background
- Knowledge and experience in cellular technology, cell phones
- Knowledge of mobile phone OS (iOS, Android…)
- Technical Certifications (e.g. CCNA, MCSA…)
- Work experience using Linux
- Knowledge of SQL, Python or Hex databases
- Computer Science degree

Personal Characteristics
- Ability to assume a leadership role
- Willingness to work in a fast paced and challenging work environment.
- The ability to multi-task, work under pressure and with short due dates.
- Strong interpersonal skills; proprietorship for the job, excellent oral and written communication skills.
- Exceptional troubleshooting and problem solving skills.
- Ability to interact with others and the ability to influence others within the Company.
- Routinely demonstrates sound levels of judgment and professionalism.
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