Technical Customer Support Engineer - Italy

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 based in Italy, with a strong technical background and hands-on experience, to support customers and sales activities across the EMEA region.

This role requires full ownership of customer technical issues from initial investigation through to resolution. The position involves hands-on troubleshooting, direct customer engagement, and on-site support when required.

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 Italy and EMEA, 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 Italian and English (written and spoken)
• Additional European languages are a plus

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
• Hybrid working model in Italy
• Regular travel required across Italy and the wider EMEA region

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.

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