Technical Support Engineer

🔥 3 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Magnet Forensics

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

💼 Consulting

🎖️ Defense

🏥 Healthcare

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

Consulting • Defense • Healthcare

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.

📋 Description

• Diagnose and resolve complex customer issues requiring deep technical investigation • Own complex support cases from initial investigation through resolution • Provide clear and timely customer communication • Reproduce customer issues using test environments, logs, APIs, or diagnostic tools • Collaborate with Engineering, Product Management, and internal teams on defects and escalated issues • Create and update internal and customer-facing knowledge base articles • Onboard and mentor Technical Support Engineers • Identify trends, recurring issues, and potential risks, and surface insights to leadership • Recommend improvements to processes, tools, and product functionality • Act as subject matter expert for specific product features or technical domains • Report directly to the Manager, Customer Success and receive functional direction from the Director, Technical Support

🎯 Requirements

• Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience • 3+ years of experience in a technical, customer-facing support role • Excellent verbal and written communication skills with a customer-first mindset • Strong troubleshooting skills across systems, integrations, logs, and workflows • Demonstrated ability to balance customer experience with technical rigor • Experience with Magnet Forensics products or comparable digital forensics platforms preferred • Professional fluency in written and spoken Arabic preferred • Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge preferred • Satisfactory completion of a background check • Authorization to work in the United States is addressed for US applicants

🏖️ Benefits

• Generous time off policies • Competitive compensation • Volunteer opportunities • Reward and recognition programs • Employee committees & resource groups • Healthcare and retirement benefits • Learning and development support • Inclusive, accessible recruitment process • Accommodation available throughout the hiring process