Technical Support Engineer — Hybrid, Impact & Growth

Magnet Forensics Inc.; Alberta; Hybrid; CAD 74,000 - 100,000; Full time

Benefits offered by this job

Generous time off policies

Competitive compensation

Volunteer opportunities

Reward and recognition programs

Employee committees & resource groups

Healthcare and retirement benefits

Job summary

Magnet Forensics in Canada is seeking a Technical Support Engineer to provide first-level technical support across chat, email, web, and phone. You will perform basic troubleshooting, collect environment details, and escalate complex issues to the right team.

You will document interactions in the case management system, guide customers to self-service resources, and strive to meet targets for case volume, SLA adherence and customer satisfaction.

Qualifications

• Post-secondary education in Computer Science, Engineering, or equivalent experience.
• 0-2+ years of experience in a technical, customer-facing support role.
• Strong written and verbal communication skills with a customer-first mindset.
• Ability to follow structured troubleshooting processes and escalate effectively.
• Familiarity with CRM and case management tools (Salesforce Service Cloud preferred).

Responsibilities

• Monitor and respond to incoming customer requests for technical support across all channels.
• Gather complete and accurate technical information (log files, environment details, reproduction steps) to support resolution.
• Document all customer interactions, troubleshooting steps, and outcomes in the case management system.
• Guide customers to relevant self-service resources and route non-support requests to appropriate teams.
• Identify opportunities to improve self-service content, e.g., KBAs.
• Escalate cases that exceed scope or knowledge, with full context.
• Meet performance targets related to case volume, SLA adherence, and customer satisfaction.

Skills

Troubleshooting

Customer service

CRM tools

Written communication

Verbal communication

Education

Post-secondary education in Computer Science or Engineering

Tools

Salesforce Service Cloud

Job description

Magnet Forensics in Canada is seeking a Technical Support Engineer to provide first-level technical support across chat, email, web, and phone. You will perform basic troubleshooting, collect environment details, and escalate complex issues to the right team.

You will document interactions in the case management system, guide customers to self-service resources, and strive to meet targets for case volume, SLA adherence and customer satisfaction.