Technical Support Engineer (united Kingdom)

Technical Support Engineer (United Kingdom)

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!

Magnet Forensics is seeking an experienced & customer-focused Technical Support Engineer to join us! The Technical Support Engineer provides advanced technical support to customers using Magnet's SaaS and on-premises platform products, including Magnet One, Magnet Automate, Magnet Review, and our Magnet Griffeye Products.

This role not only helps external Customers, but also collaborates with internal Teams including Engineering, Global Sales Engineering, Sales, and Product Management to provide world-class technical support for our cutting-edge Digital Forensics' tools!

NOTE: Candidate must reside in the United Kingdom.

Role Responsibilities:

• Deliver exceptional customer service by responding promptly and thoroughly to sensitive or urgent requests, using ticketing and live chat systems, and escalating cases when necessary.
• Maintain overall account health through effective case handling, troubleshooting, and adapting solutions based on customer context and historical documentation.
• Collaborate closely with Engineering, Product Management, Sales, and Customer Success teams to resolve customer-facing issues, identify product enhancements, and meet service level agreements.
• Contribute to and maintain a customer-facing knowledge base to enable self-serve case resolution and share procedural updates.
• Learn continuously, coach peers, and share expertise to foster team growth and improve problem-solving capabilities.

Qualifications:

• Post-secondary education in Computer Science, Engineering, or equivalent relevant industry experience, with at least 3 years in a complex technical support role.
• Hands-on expertise with cloud/server products and technologies (such as networking, virtualisation, and security!).
• Strong technical aptitude, problem-solving skills, and a proactive, adaptable approach.
• Excellent communication and customer service, with the ability to engage effectively at all levels.
• Understanding of CRM and ticketing systems (e.g. Salesforce, Service Cloud), and a passion for creative solutions.
• Travel: 5%.

Nice to Have:

• Knowledge of Digital Forensics and digital investigation, with experience working with Law Enforcement or government customers.
• Familiarity with Agile development methodologies, including defect tracking tools (Jira or etc.) and source control platforms (e.g. GitHub, Azure DevOps).
• Fluency (Reading, Writing, and Speaking) in German.

Compensation & Benefits:

• The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation 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. Compensation Range: MIN: 46,900 - MID: 67,000 - MAX: 80,400 GBP

Magnet Forensics 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 looking for candidates that can provide examples of how they have 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.

Here at Magnet Forensics, we are 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.