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
The Technical Support Engineer provides advanced troubleshooting and resolution for complex customer issues. This role works with greater autonomy, mentors other Technical Support Engineers, and contributes to knowledge creation and continuous improvement across support process and tooling. 
This position reports to the Manager, Technical Support. 

What You’ll Do

• Diagnose and resolve complex customer issues that lack documented solutions or require deeper investigation;


• Reproduce customer issues using test environments, logs, APIs, or diagnostic tools;


• Own cases end-to-end, balancing speed, quality, and customer impact;


• Create and update internal and customer-facing knowledge base articles;


• Onboard, mentor, and offer technical guidance to other Technical Support Engineers;


• Identify trends, recurring issues, potential risks, and surface insights to leadership;


• Recommend improvements to processes, tools, and product functionality;


• Own resolution of complex cases independently and exercise judgment on escalation;


• Act as subject matter expert for specific product features or themes;


• Impact extends beyond individual cases to team knowledge and efficiency.

• Post-secondary education in IT, Computer Science, Engineering, or have equivalent experience;


• 2-4+ years of experience in a technical, customer-facing support role;


• Magnet certification in supported product or equivalent industry experience;


• Excellent verbal and written communication skills with a customer-first mindset;


• Strong troubleshooting skills across systems, integrations, logs, and workflows;


• Experience mentoring peers and contributing to shared documentation;


• Demonstrated ability to balance customer experience with technical rigor;


• Experience with Salesforce Service Cloud, Communities, and Knowledge.

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