Technical Support Engineer

3 days ago

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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

• Deliver exceptional customer service by responding quickly, thoroughly, and empathetically to sensitive, urgent requests from customers. • Maintain meticulous case health, including meeting or exceeding SLAs, timely and thorough issue resolution, and detailed case notes. • Work collaboratively with your Technical Support team and cross-functionally with Engineering and Product Management where appropriate to drive resolution to customer-facing issues. • Contribute to a customer-facing knowledge base that enables self-serve case resolution. • Learn, coach, and share your knowledge and skills with your peers. • Provide on-call or holiday coverage outside of standard business hours, if required

🎯 Requirements

• Post-secondary education in Computer Science, Engineering, or have equivalent experience • Strong working knowledge of networking (TCP/IP) and the ability to remotely troubleshoot networking issues to resolution • 2+ years’ experience in a technical, customer-facing support role • Excellent written and verbal communication skills • Strong customer service skills and technical aptitude • High degree of resourcefulness, flexibility, and adaptability • Highly collaborative within and across teams • Strong organizational and critical thinking skills, with an ability to prioritize • Experience with Salesforce Service Cloud, Communities, and Knowledge is an asset • Familiarity with knowledge-centered support is an asset • May be required to work extra hours • May be required to travel to meet the responsibilities of the position

🏖️ Benefits

• Generous time off policies • Competitive compensation • Volunteer opportunities • Reward and recognition programs • Employee committees & resource groups • Healthcare and retirement benefits