Manager, Technical Support, Mobile Access & Extraction

November 20

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

💵 $112.7k - $193.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Magnet Forensics

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Security • Enterprise

Magnet Forensics is a company that specializes in providing digital forensics and incident response tools. Their solutions, such as Magnet AXIOM and Magnet GrayKey, are used by law enforcement, military, intelligence, and enterprise organizations to recover, analyze, and manage digital evidence. They offer a wide range of tools to support digital investigations, including data extraction from mobile devices, video recovery, and workflow automation. Magnet Forensics aims to enhance the efficiency and accuracy of digital forensics processes across various sectors.

201 - 500 employees

Founded 2009

🔐 Security

🏢 Enterprise

💰 $74.4M Post-IPO Secondary on 2021-12

📋 Description

• Lead a team of Technical Support Engineers in the Americas through regular coaching, 1-1s, performance reviews, recruiting, and related activities. • Manage the daily operations of the team, including monitoring the open queue. • Foster a customer-centric approach to support, including meeting or exceeding SLAs, a focus on timely and thorough issue resolution, and professional and empathetic customer interactions. • Act as the ultimate escalation point for both the team and customers. • Monitor and address survey feedback, including following up with dissatisfied customers. • Identify support trends and relay them back to the business. • Help design quarterly OKRs for your team and report on progress at monthly, quarterly, and annual reviews. • Respond to incoming support cases, when required, during periods of high demand.

🎯 Requirements

• Bachelor’s Degree or College Diploma in a communications or technology-related program, or relevant experience. • 5+ years of experience in a customer-facing support role. • 3+ years of experience in a people leadership role. • Excellent written and verbal communication skills. • Highly collaborative with an ability to influence within and across teams. • Strong organizational and problem-solving skills. • Travel: 5%.

🏖️ Benefits

• Generous Time Off Policies • Competitive Compensation • Volunteer Opportunities • Reward and Recognition Programs • Employee Committees & Resource Groups • Healthcare and Retirement Benefits