Technical Support Engineer

Summary

Join Magnet Forensics as a Technical Support Engineer and provide high-level, technical support for our digital forensics tools. This fully remote role involves working directly with customers (ranging from local law enforcement to large multinational corporations) on complex issues and collaborating with internal teams. You will deliver exceptional customer service, troubleshoot issues, identify frustrated customers, and partner with other teams to resolve problems. The position also includes contributing to a customer-facing knowledge base and working with the Customer Success team to meet SLAs. This role requires excellent problem-solving skills, strong communication skills, and experience in a customer-facing support role. Magnet Forensics offers competitive compensation and benefits, including generous time off, healthcare and retirement benefits, and opportunities for professional development.

Requirements

• Post-secondary education in Computer Science, Engineering, or have equivalent relevant industry experience
• 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 our ticketing and live chat system
• Use internal documentation and historical tickets to perform relevant troubleshooting with customers whilst adapting based on the customers context
• Identify frustrated customers and escalate affected cases appropriately
• Partner with the other internal teams to help support our customers and document procedural changes
• Work collaboratively with Engineering and Product Management to drive resolution to 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
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

Preferred Qualifications

• 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

Benefits

• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits