Magnet Forensics is hiring a
Technical Support Engineer in United States

Logo of Magnet Forensics
Technical Support Engineer
🏢 Magnet Forensics
💵 ~$90k-$125k
📍United States
📅 Posted on Jul 10, 2024

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
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