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Technical Support Engineer jobs in United States
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Magnet Forensics · 1 month ago

Technical Support Engineer

positionCanada
timeFull-time
remoteRemote
seniorityEntry, Mid Level
moneyCA$76K/yr - CA$131K/yr
Magnet Forensics is a global leader in the development of digital investigative software. They are seeking an experienced Technical Support Engineer to provide high-level technical customer support for their cutting-edge digital forensics tools, working directly with customers and internal teams to resolve complex issues.
Cyber SecurityEnterprise SoftwareGovernmentSoftwareInformation TechnologyLaw EnforcementProductivity Tools

Responsibilities

Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers using our ticketing and live chat system
Use internal documentation and historical tickets to perform relevant troubleshooting with customers whilst adapting based on the customers context
Identify frustrated customers and escalate affected cases appropriately
Partner with the other internal teams to help support our customers and document procedural changes
Work collaboratively with Engineering and Product Management to drive resolution to customer-facing issues and help identify enhancements to the product
Contribute to a customer-facing knowledge base that enables self-serve case resolution
Learn, coach, and share your knowledge and skills with your peers
Work closely with the Customer Success team to meet SLA and customer requirements
Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

Qualification

Digital forensics knowledgeCustomer support experienceProblem-solving skillsAWS knowledgeAzure knowledgeEDR tools knowledgeCustomer service skillsResourcefulnessVerbal communicationWritten communicationFlexibilityAdaptability

Required

Post-secondary education in Computer Science, Engineering, or have equivalent relevant industry experience
Knowledge of digital forensics and/or Magnet Forensic products would be beneficial
Relevant experience in a customer-facing support role, supporting administrators of cloud-based or server-based products would be beneficial
Relevant experience from a customer's perspective when using software and working with a support team would be advantageous
Excellent verbal and written communication skills
Strong customer service skills and technical aptitude
High degree of resourcefulness, flexibility, and adaptability
Strong problem-solving skills and ability to prioritize work

Preferred

Knowledge of AWS & Azure
Knowledge of third-party EDR tools (Crowdstrike, Jamf, Intune, SCCM etc). would be beneficial

Benefits

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

Company

Magnet Forensics

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Magnet Forensics develops digital forensics software to help investigate cyberattacks and digital crimes.
dateFounded in 2009
location
Waterloo, Ontario, CAN
people-size1001-5000 employees
web-link
http://magnetforensics.com

Funding

Current Stage
Public Company
Total Funding
$74.4M
Key Investors
IQT
2023-01-20Acquired
2021-12-07Post Ipo Secondary· $74.4M
2021-04-30IPO

Leadership Team

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Adam Belsher
CEO
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Jad Saliba
Founder/CTO
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Recent News

Techdirt
ICE Is Going On A Surveillance Shopping Spree
2026-01-16
CyberSecurity Breakthrough
Magnet Forensics Named “Security Response Solution of the Year” in 2025 CyberSecurity Breakthrough Awards Program
2025-11-13
TechCrunch
ICE unit signs new $3M contract for phone-hacking tech
2025-09-19
Company data provided by crunchbase