Technical Support Engineer

Who We Are; What We Do; Where We’re Going

Magnet Forensics is a global leader in the development of digital investigative software that acquires analyzes and shares evidence from computers smartphones tablets and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies communities and countries.

Serving thousands of customers globally our solutions are playing a crucial role in modernizing digital investigations helping investigators fight crime protect assets and guard national security.

With employees based around the world Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics you can expect to make a difference in the world no matter what role you play. You’ll be supported through learning and development not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal we would love to hear from you!

Role Summary

Magnet Forensics is seeking an experienced & customer-focused Technical Support Engineer to join us! The Technical Support Engineer provides advanced technical support to customers using Magnet’s SaaS and on-premises platform products including Magnet One Magnet Automate Magnet Review and our Magnet Griffeye Products .

This role not only helps external Customers but also collaborates with internal Teams including Engineering Global Sales Engineering Sales and Product Management to provide world-class technical support for our cutting-edge Digital Forensics’ tools!

NOTE: Candidate must reside in the United Kingdom.

Role Responsibilities:

• Deliver exceptional customer service by responding promptly and thoroughly to sensitive or urgent requests using ticketing and live chat systems and escalating cases when necessary.

• Maintain overall account health through effective case handling troubleshooting and adapting solutions based on customer context and historical documentation.

• Collaborate closely with Engineering Product Management Sales and Customer Success teams to resolve customer-facing issues identify product enhancements and meet service level agreements.

• Contribute to and maintain a customer-facing knowledge base to enable self-serve case resolution and share procedural updates.

• Learn continuously coach peers and share expertise to foster team growth and improve problem-solving capabilities.

Qualifications:

• Post-secondary education in Computer Science Engineering or equivalent relevant industry experience with at least 3 years in a complex technical support role.

• Hands-on expertise with cloud/server products and technologies (such as networking virtualisation and security! ).

• Strong technical aptitude problem-solving skills and a proactive adaptable approach.

• Excellent communication and customer service with the ability to engage effectively at all levels.

• Understanding of CRM and ticketing systems (e.g. Salesforce Service Cloud) and a passion for creative solutions.

• Travel: 5%.

Nice to Have:

• Knowledge of Digital Forensics and digital investigation with experience working with Law Enforcement or government customers.

• Familiarity with Agile development methodologies including defect tracking tools (Jira or etc.) and source control platforms (e.g. GitHub Azure DevOps).

• Fluency (Reading Writing and Speaking) in German.

Compensation & Benefits:

• The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications experience knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

Compensation Range:

• MIN: 46900 - MID: 67000 - MAX: 80400 GBP

Magnet Forensics is proud to offer Benefits such as:

• Generous Time Off Policies

• Competitive Compensation

• Volunteer Opportunities

• Reward and Recognition Programs

• Employee Committees & Resource Groups

• Healthcare and Retirement Benefits

The Most Important Thing

We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:

CARE – We care about each other and our mission to make a difference in the world.

OWN – We are accountable for our results – while never forgetting to act with integrity empathy and respect.

DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.

EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.

Here at Magnet Forensics we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role but do not meet all of the qualifications listed above we encourage you to apply anyways.

Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race colour religion sex orientation national origin age disability genetics or any other basis forbidden under federal provincial or local law. We are committed to providing an inclusive accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact [email protected] should you require any accommodations.

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties among other factors in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.

US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.