Role Description Cellebrite is looking for a Technical Customer Support Engineer based remotely working in the Pacific Time zone. This candidate will have a technical support background and experience supporting software solutions for our Americas customers. - Troubleshoot to resolve technical issues on Cellebrite solutions for our customers. - Use Phone / E-mail / Chat services to support customers. - Use CRM for Case management. - Handle cases remotely. - High CSAT mindset with strong engagement skills, enabling direct interaction with customers or partners through troubleshooting and issue resolution. - Cooperate and communicate closely with all internal teams within Cellebrite. - Adhere and assure compliance with established SLA & KPI. Qualifications - Hands-on experience with Windows Workstation / application support - Advanced. - Networking services and products - Intermediate. - At least 2 years of experience in technical support or IT support. - At least 2 years of experience in supporting Application Software solutions. - Excellent hands-on problem-solving skills and follow-through in both one-on-one and group situations. - Outstanding soft skills, communication on both written and verbal. - Proven customer experience with technical orientation. - Fast and agile learning skills as our technology evolves constantly and quickly. - Responsible personality to handle support cases from open to close. - Ability to multitask and function appropriately under stressful conditions. Requirements - Practical use with AI tooling / technologies (Claude, ChatGPT, Copilot). - Knowledge / certifications – AWS/ MS Cloud services / CCNA / MCSA etc. - Knowledge in databases – SQL, Scripting. - Experience in mobile cellular world. - Experience in SaaS environments - Supporting infrastructure. - Knowledge of mobile phone OS (iOS, Android…). Skills & Qualities - Passionate about support and helping customers, take the lead attitude, and strive to solve problems for others. - Good communication skills (oral and written). - Hold yourself accountable, high level of responsibility. - Ability to work both in a team environment and individually. - Coordination skills in Project, Monday Board, Salesforce. Languages & Other Requirements - Native English spoken and written. - Spanish and/or Portuguese would be highly beneficial.

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Role Description As a Customer Support Technician on our Help Desk team, you will own the technical offboarding and access-deprovisioning lifecycle across our client organizations—nonprofits, tech startups, and small/medium businesses. When someone leaves a company, you are the person who makes sure their access is removed quickly, completely, and accurately. Technical offboardings are time-sensitive, security-critical work, and owning them end to end is the core of this role. Alongside that ownership, you'll provide tier-1 help desk support—onboardings, access and license requests, and general IT troubleshooting—and help keep our support queues moving at pace. This is a high-volume, fast-moving role built for someone who thrives on operational speed and gets satisfaction from a clean, well-run queue. Qualifications - 1-2 years in a help desk, IT support, or fast-paced operations role, or strong aptitude and a clear eagerness to grow into one. - Comfort working at high volume and pace, with strong prioritization and time-management skills. - A detail-driven, process-oriented mindset, particularly around access and security. - Excellent written and verbal communication. - Familiarity with the following, or the ability to ramp quickly: - Jira Service Management (or a similar help desk ticketing system) - Slack, Teams, or equivalent - Google Workspace & Microsoft 365 - Mac & Windows OS - Okta, JumpCloud, or other IAM/identity solutions - MDM and RMM tools (a plus) - Commitment to continuous learning, with the ability to quickly absorb and retain new information and apply it to decision-making. Requirements - You move fast and stay accurate -- you're comfortable working through high ticket volume (think 30 tickets a day, not 5) without losing precision. - You have razor-sharp attention to detail, especially where access, security, and data are concerned. - You're process-oriented and dependable: you follow checklists and protocols carefully, and you document your work so the next person can trust it. - You can prioritize under pressure and keep a cool head when the queue fills up and new tickets keep landing. - You're empathetic, patient, and communicate clearly and gracefully across multiple channels. - You're early in your IT/support career, technically curious, and eager to grow. Benefits - Health, Dental, Vision Insurance - 401k with company matching - Generous Paid Time Off - Work From Home - Training & Development

Job Description We're looking for a Technical Support Engineer (Payroll Focus) to support our US customers in managing mission-critical payroll workflows . This role combines technical troubleshooting with deep payroll product expertise . You'll help customers navigate complex payroll scenarios, resolve issues impacting pay accuracy, and proactively prevent risks. This is a high-impact role where your work directly affects employees getting paid correctly and on time. There is a strong preference to fill this role in NYC with a hybrid schedule out of our office, but we will consider exceptional candidates who are based in EST or CST time zone and open to working remotely. Location Eligibility: While can be a remote position, HiBob is currently authorized to hire in the following states: AZ, CA. CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MN, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, TN, TX, UT, VA, WA. Job Requirements - 4+ years of technical support experience supporting Payroll applications, Payroll platforms, HRIS systems, or HR SaaS applications - Strong understanding of payroll systems, payroll data flows, and payroll-related business processes - Required - Experience in troubleshooting complex customer issues and performing root cause analysis. - Experience supporting enterprise customers in a technical support or escalation environment. - Experience working with APIs, integrations, webhooks, and data synchronization processes. - Familiarity with SQL and database concepts, including the ability to query or analyze data during investigations. - Ability to analyze workflows and identify configuration gaps - Demonstrates a proactive, self-starter mindset with the ability to take initiative and drive tasks forward independently, requiring minimal supervision Nice to Have - CPP, FPC, or equivalent payroll certifications. - Experience supporting multi-state payroll platforms. - Experience supporting Benefits Administration products. - Basic scripting or HTML/CSS knowledge. - Experience working in a high-growth SaaS environment. Job Responsibilities Own payroll-related escalations - Investigate and resolve issues impacting payroll runs, taxes, benefits, and reporting - Support customers during critical payroll cycles with urgency and precision - Ensure accurate data flow between Bob and payroll systems/integrations Act as a payroll expert - Advise customers on payroll configurations and best practices - Troubleshoot issues related to US payroll compliance and workflows - Help customers understand how system setup impacts payroll outcomes Bridge customers and product - Translate payroll challenges into product feedback and improvements - Partner with Product and Engineering on payroll-related enhancements - Advocate for customer needs in technical discussions Drive proactive improvement - Identify misconfigurations and potential risks early - Recommend process improvements and system guardrails - Contribute to documentation and payroll best practices Benefits At HiBob, our people are at the heart of everything we do.We're building a global village of ambitious, thoughtful, and talented Bobbers who want to do the best work of their careers. With a vibrant NYC office and remote teammates across the country, we've created an environment where people can be themselves, grow quickly, and make a real impact. Joining HiBob means working alongside exceptional people while being supported with competitive compensation, comprehensive benefits, and pre-IPO equity, including the perks below. Ownership & Financial - Equity in a global, high-growth HR tech SaaS leader - 401(k) with a 3% company match effective the month following your start date - $2,500 employee referral bonus Health & Wellbeing - Medical, dental, and vision coverage from day one - $1,920 annual wellness stipend to support your physical and mental wellbeing - Annual Headspace membership and expanded wellness benefits Workplace Flexibility - Hybrid working model for Bobbers in the NY metro area - Temporary work from anywhere for up to 2 months per year (after 6 months) Work-Life Balance - Generous paid time off and company holidays to rest, recharge, and enjoy - Bob Balance Days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter - Your birthday off - plus a special gift from us Work From Home - Home office allowance to set up your ideal workspace Community & Culture - Two paid Social Impact days each year to give back to causes you care about - Frequent team and company social events, both in-person and virtual - Dog friendly office If this sounds like something you've been looking for, we'd love to have you. Come on, join our village!