Note: The job is a remote job and is open to candidates in USA. Magnet Forensics is a global leader in the development of digital investigative software. They are seeking an experienced Technical Support Engineer to provide high-level technical customer support for their cutting-edge digital forensics tools, working directly with customers and internal teams to resolve complex issues.
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
Skills
- Post-secondary education in Computer Science, Engineering, or have equivalent relevant industry experience
- Knowledge of digital forensics and/or Magnet Forensic products would be beneficial
- 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
- Knowledge of AWS & Azure
- Knowledge of third-party EDR tools (Crowdstrike, Jamf, Intune, SCCM etc). would be beneficial
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
Company Overview
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