Technical Support Engineer

Waterloo / Ontario / Florida / Texas / Pennsylvania / Virginia / Atlanta, Georgia
Customer Support – Technical Support /
Full-Time /
Remote
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 4,000 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! 

As a Magneteer you can expect to make a difference daily through your work as part of our mission to unlock the truth and protect the innocent. You will be supported in this endeavor through learning and development, as achieving a mission as important as ours requires teamwork, integrity, and incredible talent. 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:
 
Magnet Forensics are seeking an experienced, customer focussed 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.

Role 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.
    • 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

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.

Salary & Benefits:

    • The Salary range is for the primary location for which the job is posted. Please note that the actual salary 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.  Certain sales focused roles may have sales incentive plans based on individual or group sales results. 

    • Salary Range:

    • MIN: $57,700 - MID: $72,100 - MAX: $86,500 Currency:CAD
    • MIN: $66,200 - MID: $82,700 - MAX: $99,200 Currency: USD

    • 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 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.