Technical Customer Support Engineer - Germany

Description 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 organisations, intelligence agencies and businesses rely on Cellebrite’s solutions—available via cloud, on‑premises and hybrid deployments—to close cases faster and safeguard communities. Learn more at www.cellebrite.com or https://investors.cellebrite.com/investors . What is your mission? Cellebrite is seeking an experienced Technical Support Engineer to support customers across the DACH region . This role is responsible for end‑to‑end ownership of technical issues, from initial investigation through to resolution. You will work closely with customers, providing hands‑on troubleshooting, remote and on‑site support, and collaborating with internal teams to ensure high levels of customer satisfaction. Key Responsibilities Provide Level 2 technical support via phone, email, chat, video sessions, and on‑site visits Own and manage customer issues end to end, from diagnosis through to resolution and closure Support customers across the DACH region, including on-site engagements when required Troubleshoot complex issues across servers, storage, networking, cloud, and application layers Document and manage cases using CRM/ticketing systems Communicate effectively with customers and partners throughout the support lifecycle Collaborate with internal teams, including Sales and Engineering, to resolve issues Meet defined SLAs and KPIs while maintaining strong customer satisfaction Contribute to continuous improvement of support processes and knowledge sharing Work flexibly in line with business needs Requirements Strong hands-on experience with Windows and Linux server environments Experience troubleshooting across application, OS, and infrastructure layers Knowledge of iOS and Android ecosystems Experience with CRM/ticketing systems Strong problem-solving skills with full ownership of technical issues Excellent communication and customer-facing skills Ability to work independently in a fast-paced, customer-driven environment Fluent English and German (written and spoken) Desirable / Nice to Have Understanding of SQL, Python, APIs, or data structures (e.g. hex-based data) Background in digital forensics or relevant certifications Experience with Cellebrite or similar forensic tools Familiarity with law enforcement or forensic environments Additional Information Must be eligible for, or able to obtain, Security Check (SC) clearance Primarily remote role with travel across the DACH region Occasional presence required in the Munich office Preference for candidates within commuting distance to Munich  Equal Opportunity Statement Cellebrite is an equal opportunity 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. #LI-DT1 Requirements Requirements Strong hands-on experience with Windows and Linux server environments Experience troubleshooting across application, OS, and infrastructure layers Knowledge of iOS and Android ecosystems Experience with CRM/ticketing systems Strong problem-solving skills with full ownership of technical issues Excellent communication and customer-facing skills Ability to work independently in a fast-paced, customer-driven environment Fluent English and German (written and spoken) Desirable / Nice to Have Understanding of SQL, Python, APIs, or data structures (e.g. hex-based data) Background in digital forensics or relevant certifications Experience with Cellebrite or similar forensic tools Familiarity with law enforcement or forensic environments