About the role:

Tier 3 Technical Support is the highest level of product expertise within the Technical Support Organization. The Tier 3 engineer is capable of troubleshooting and resolving the most complicated issues and working closely with end customers, QA, R&D, and Product Management. Requiring a high level of technical expertise,


the Tier 3 Technical Support Expert is responsible for the following:

  • Provide expert tips, advice, and solutions
  • Troubleshoot technically complex issues
  • Continually push for product improvements


The following personal traits are required:

  • Methodical, structured, and organized
  • Patient and eager to help (both internal/external customers)
  • Strong desire to learn and develop personal expertise
  • Strong desire to help others develop expertise
  • Highly motivated with a “take ownership” attitude
  • Essential duties and responsibilities:

Provide technical expertise to group members
Troubleshoot, investigate, reproduce issues
Manage bugs with R&D to ensure timely fixes in minor/major releases
Establish and maintain processes, procedures, documentation


  • Background in digital forensics a plus
  • Background in Linux and other operating systems a plus
  • Experience with Saas, AWS, and virtualization a plus
  • Experience with Cellebrite products a plus
  • Strong analytical and problem-solving skills
  • Excellent written communication and verbal skills
  • Strong customer relation skills
  • Ability to handle multiple priorities
  • Experience with debugging, troubleshooting, and reproducing issues in lab
  • Experience with providing solutions and workarounds.
  • Fluent in English.
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