[Remote] Technical Support Engineer

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