Remote Technical Support Engineer
closedMagnet Forensics
πRemote - United States
Job highlights
Summary
Magnet Forensics is seeking an experienced Technical Support Engineer to join their expanding team, providing high-level technical customer support for cutting-edge digital forensics tools in a fully remote role. The role involves working with customers and internal teams to deliver exceptional customer service, identify and escalate issues, and contribute to a knowledge base.
Requirements
- Post-secondary education in Computer Science, Engineering, or have equivalent relevant industry experience
- Relevant experience in a customer-facing support role, supporting administrators of cloud-based or server-based products would be beneficial
- Relevant experience from a customer's perspective when using software and working with a support team would be advantageous
- Excellent verbal and written communication skills
- Strong customer service skills and technical aptitude
- High degree of resourcefulness, flexibility, and adaptability
- Strong problem-solving skills and ability to prioritize work
Responsibilities
- Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers using the ticketing and live chat system
- Use internal documentation and historical tickets to perform relevant troubleshooting with customers while adapting based on the customer's context
- Identify frustrated customers and escalate affected cases appropriately
- Partner with other internal teams to help support customers and document procedural changes
- Work collaboratively with Engineering and Product Management to drive resolution of customer-facing issues and help identify enhancements to the product
- Contribute to a customer-facing knowledge base that enables self-serve case resolution
- Learn, coach, and share your knowledge and skills with your peers
- Work closely with the Customer Success team to meet SLA and customer requirements
This job is filled or no longer available
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