Technical Support Engineer

Magnet Forensics; Remote; CAD 76,000 - 131,000; Full time

Job summary

A digital forensics company in Canada is seeking a Technical Support Engineer. In this fully remote position, you will provide high-level technical support for digital forensic tools, assisting customers ranging from law enforcement to large corporations. Ideal candidates will have a background in Computer Science or Engineering, excellent technical skills, and strong customer service abilities. This role offers a competitive compensation range and the chance to make a significant impact in the field.

Benefits

Generous time off policies

Competitive compensation

Healthcare and retirement benefits

Volunteer opportunities

Reward and recognition programs

Qualifications

• Knowledge of digital forensics and/or Magnet Forensic products beneficial.
• Relevant experience in cloud-based or server-based product support ideal.
• Excellent verbal and written communication skills required.

Responsibilities

• Deliver exceptional customer service via ticketing and live chat.
• Perform troubleshooting with historical tickets and documentation.
• Work with engineering and product management to resolve issues.

Skills

Customer service skills

Technical aptitude

Problem-solving skills

Flexibility and adaptability

Education

Post-secondary education in Computer Science or Engineering

Tools

AWS

Azure

CrowdStrike

Jamf

Intune

SCCM

Job description

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.

Role Summary

Magnet Forensics is seeking an experienced, customer focused Technical Support Engineer to join our expanding team. Reporting to the Technical Support Manager, this fully remote role provides high‑level and highly technical customer support for our cutting‑edge digital forensics tools. This role works directly with customers ranging from local law enforcement to large multinational corporations on complex issues, and collaborates with internal teams, including engineering and product management, to deliver world‑class technical support.

Role 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 customer’s context.
• Identify frustrated customers and appropriately escalat[e] affected cases.
• Partner with other internal teams to help support our customers and document procedural changes.
• Work collaboratively with Engineering and Product Management to drive resolution of 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.
• Exhibit excellent problem‑solving and troubleshooting skills, using various data collection tools and methodologies to analyze problems, determine root cause, and develop solutions.

Qualifications

• Post‑secondary education in Computer Science, Engineering, or 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.

Nice to Have

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

Please Note

Working hours for this role are 9:00 am to 5:30 pm Pacific Standard Time.

The Most Important Thing

• We’re looking for candidates that can provide examples of how they demonstrated Magnet CODE in their previous experiences.

Values

• CARE – We care about each other and our mission to make a difference in the world.
• OWN – We are accountable for 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.

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: $76,300 – MID: $109,000 – MAX: $130,800 (Currency: CAD)
• Magnet 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

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. Please contact [e-mail] should you require any accommodations.

All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.

US Applicants: Magnet Forensics participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S.