Technical Support Engineer

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