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 Overview   Magnet Forensics are seeking an experienced, customer focused Technical Support Engineer to join our expanding team.   Reporting to the Technical Support Manager, this is a fully remote role where you will be providing high-level and highly technical customer support for our cutting-edge digital forensics tools. This role is working directly with customers who range from local law enforcement to large multinational corporations on complex issues, as well as with internal teams, including engineering and product management to provide world-class technical support to our customers. Key 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.

Qualifications

• 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
  
• Nice to Have
• Knowledge of AWS & Azure
• Knowledge of third-party EDR tools (Crowdstrike, Jamf, Intune, SCCM etc). would be beneficial
  
• Please Note: Working hours for this role are 9:00am to 5:30pm Eastern Standard Time

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 (i.e.. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).
MIN: $76,300 - MID: $109,000 - MAX: $130,800 (CAD) a year Salary range (min - max)
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 
What We Are Looking For
We're looking for someone who checks off most, but not all, of the boxes listed in "skills and experiences".  It's more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have 'been there, done that".  We want to be part of your development journey, and we'll learn as much from you as you learn from us. 
How We Work
At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you're within a comfortable travel distance to one of our offices, you'll occasionally join us in person. How often you'll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team's goals.
We're excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best   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.
Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here. 

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