Professional Services Consultant

3 weeks ago

Waterloo, Canada Magnet Forensics Inc. Full time

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 other IoT related devices. We are continually innovating so that our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Grayshift and Magnet Forensics have come together as one organization to accelerate innovation and transform digital investigations for our customers. We’re pleased to share that the combined organization is operating as Magnet Forensics.

The combination of mobile, cloud and computer forensics expertise under the Magnet Forensics name underscores our dedication to providing comprehensive, end-to-end DFIR solutions. This includes our commitment to helping with access to modern digital devices lawfully with our renowned product suite. And, our focus on innovating for the DFIR community, along with our shared mission, continues to be the top priority.

Where we are today, is not where we will be tomorrow. 

Role Summary:

This role reports into the Manager, Global Professional Services and Support. The Professional Services Consultant is tasked with the successful delivery and execution of implementation projects for the Magnet agency solution portfolio of products. This position manages complex engagements, working closely with customers to understand their pain points and then delivering a solution that resolves those challenges. The position is responsible for the installation and configuration of the software, the onboarding of users, and the initial support of products during acceptance testing. These services are often delivered onsite with the customer.

Role Responsibilities
  • Plan and execute the onsite or remote installation of the product, the onboarding of new and existing customers, and initial support for the Magnet agency solution portfolio of products.
  • Act as the main point of contact for the customer, providing direction and guidance during the implementation of the product.
  • Follow best practices in issue resolution while managing customer expectations and delivering solutions to complex technical issues.
  • Participate in internal technical discussions with Product Management, Engineering, and Sales sharing technical insight and feedback from the field.
  • Develop and maintain in-depth product and industry knowledge by becoming a subject matter expert on the Magnet agency solution portfolio of products
Qualifications
  • Bachelor’s degree in IT, Computer Science, Engineering, or equivalent relevant experience
  • 3+ years of experience in networking, servers and virtualization,or cloud computing
  • Passion for understanding customers’ business goals and challenges and identifying creative solutions to those challenges
  • Deep knowledge of network-based communications and the configuration of common networking products including routers, switches, and firewalls
  • Ability to perform server builds and configure server operating systems
  • Strong understanding of private cloud and SaaS solutions
  • Understanding of Agile development methodologies, including familiarity with defect tracking tools (for example, Jira) and source control tools (for example, GitHub or Azure DevOps)
  • Familiar with customer relationship management and ticketing systems (for example, Salesforce and Service Cloud), and professional services automation software (for example, Certinia)
  • Excellent consultation and relationship management skills with outstanding attention to detail
  • 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
  • Strong self-starter attitude with excellent problem-solving skills
  • Proficiency in Python programming is an asset
  • Knowledge of digital forensics and digital investigation is an asset
  • Implementation experience or previous experience in a consulting role is an asset
  • Up to 60% travel required 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 or 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.

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 aoda@magnetforensics.com.

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.

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