Technical Support Engineer - Platform

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 over 4000 customers in over 100 countries 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 with offices in Waterloo and Ottawa Canada; Atlanta GA Herndon VA Westminster CO; and Singapore. 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

The Technical Support Engineer provides advanced technical support to customers using Magnet’s SaaS and on-premises platform products including Magnet One Magnet Automate and Magnet Review. This role works directly with both customers and with internal teams including Engineering Global Sales Engineering Sales and Product Management to provide world-class technical support to our customers.

This position repots to the Director Operations & Platform Support.

Role Responsibilities:

• Deliver exceptional customer service by responding quickly and thoroughly to sensitive urgent requests from customers.

• Maintain overall account health including case handling.

• Work collaboratively with Engineering Global Sales Engineering Sales 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.

Qualifications:

• Bachelor’s degree in IT Computer Science Engineering or equivalent relevant experience

• 3+ years of experience in a complex support role including supporting administrators of cloud-based or server-based products

• Passion for understanding customers’ challenges and identifying creative solutions to those challenges

• Considerable experience with at least three of:

• Network and server configuration

• Virtualization

• Cloud computing

• Web/cloud security

• Container management

• Understanding of Agile development methodologies including familiarity with defect tracking tools (for example Jira) and source control tools (for example GitHub or Azure DevOps)

• Deep understanding of customer relationship management and ticketing systems for example Salesforce and Service Cloud)

• Strong technical aptitude to learn software tools and other technologies

• Excellent verbal and written communication skills with the ability to effectively communicate with customer leadership

• Superior customer service skills with outstanding attention to detail

• High degree of resourcefulness flexibility and adaptability

• Strong self-starter attitude with excellent problem-solving skills

• Knowledge of digital forensics and digital investigation is an asset

• May be required to travel to meet the responsibilities of the position

The Most Important Thing

• We’re looking for candidates that can provide examples of how they 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.

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: $68000 - MID: $85000 - MAX: $102000 Currency: GBP

• Magnet 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

We’re 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. If you require accommodation please let our talent team know or you can email [email protected] .

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.