Cellebrite Published: February 15, 2021
Job Type
Level of education
High school
Level of Hebrew
Medium
Location of job
Petach Tikva
How many relevant years experience do you require for the role:
2 years

Description

The Tier 3 Technical Support Engineer is the final escalation point within the Customer Care and Technical Support Organization. Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineer. The Tier 3 Engineer is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with end customers, QA, R&D, and Product Management. The Tier 3 TS Engineer is the escalation point for technical support issues globally.

Essential duties and responsibilities:

- Reproduce/confirm product defects.
- Provide product training to Tier 2.
- Escalate technical issues that could not be resolved by Tier 2 TS Engineers to R&D.
- Create technical bulletins to expand the knowledge base for handling support issues.
- Ensure Tier 2 engineers are informed and current of all product enhancements
- Provide R&D with the simulation scenarios they need to fix issues and improve products.
- Manage bugs with R&D to ensure timely fixes in minor/major releases
- Establish and maintain processes, procedures, documentation
- Establish and maintain training materials/agenda

Requirements

- Minimum of 2 years’ experience in technical support
- Experience with debugging, troubleshooting, and reproducing issues in lab.
- Methodically resolve complex production issues reported by customers and partners.
- Strong analytical and problem-solving skills.
- Excellent written communications and verbal skills
- Strong customer relation skills.
- Ability to handle multiple priorities.
- Clearly define problems, analyzing data, establishing facts and drawing valid conclusions.
- Experience with providing solutions and workarounds.v Background in databases- a plus
- Ability to write SQL queries- a plus
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