Diego Cabrera

About Diego Cabrera

I’m a Technical Lead for Cellebrite Pathfinder Support across the Americas, working with federal, state/local, and government customers running mission-critical digital investigations. I’m typically brought in for complex escalations and high-impact situations—owning issues end-to-end from triage and deep log analysis to root cause, mitigation, and clear stakeholder communication.A big part of my role is keeping production environments healthy and current. I help plan and drive upgrade adoption across ~150 customer deployments, including highly restricted networks where remote access isn’t always possible. In those cases I guide local points of contact step-by-step (and go onsite when needed) to get systems stable and upgrades completed safely.My background spans systems and security engineering (MSP/enterprise), including incident response, forensics investigations, threat hunting, endpoint security evaluations, patch/endpoint lifecycle programs, and compliance work. That experience shaped how I operate today: structured troubleshooting, security-first habits, and strong customer ownership.Technically, I support multi-architecture deployments across AWS and on-prem/physical environments, with frequent work across Windows Server and Linux, AD/SSO, TLS/SSL certificates, and platform components like Keycloak, Elasticsearch, PostgreSQL, RabbitMQ, and Vault. I also partner closely with Customer Success, Services/Deployments, Architecture, DevOps, R&D, and Account teams to keep priorities aligned and customers successful.Focused on reliable outcomes, clear ownership, and strong customer experience in high-stakes environments.

Experience

1. Technical Lead, Support Engineering (Pathfinder) Americas

   Cellebrite

   Jan 2025 — Present · US

   Regional Technical Lead for Pathfinder Support across the Americas, serving federal/state and government customers supporting mission-critical digital investigations (≈150 production accounts).• Primary escalation owner for complex issues across T1/T2/T3; led triage, deep log analysis, RCA, and stakeholder communication while meeting SLAs and maintaining strong CSAT.• Drove upgrade execution and adoption across diverse architectures (AWS virtual servers + on-prem/physical), ensuring environments stayed current, stable, and secure.• Supported highly secure/restricted networks where remote access is limited (e.g, SCIF environments) by guiding local POCs step-by-step and providing onsite support when required.• Partnered cross-functionally with CSM, Deployment/Services, Architecture, DevOps, R&D, and Account Executives to align priorities, improve outcomes, and streamline support processes.

Education

• MCVST

  Computer Science & Graphic Design

  2007 — 2011

• Berkeley College

  PC support and network administration

  2012 — 2014

Skills

• Virus Removal
• Interpersonal Skill
• Software Installation
• Bilingual-English/Spanish
• System Administration
• Break Fix
• Active Directory
• Windows Server
• Hardware
• Operating Systems
• Microsoft Office
• Desktop Application Support
• Virtualization
• Windows Firewall
• Antivirus
• Computer Network Operations
• Trade Shows
• Ethical Decision Making
• Maintenance & Repair
• Client Education
• Photoshop
• Cisco Routers
• Remote Desktop
• Vmware
• Customer Support
• Help Desk Support
• Customer Service
• Computer Repair
• N-Able
• Information Technology
• Social Media
• Cisco Technologies
• Encryption
• Networking
• Telecommuting
• Quality Control
• Microsoft Technologies
• Computer Science
• Computer Diagnostics
• Computer Security