Senior Technical Support Engineer

Academic Key; United Kingdom; Hybrid; GBP 70,000 - 80,000; 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, based in the United Kingdom, is seeking a Senior Technical Support Engineer to lead resolution of high-severity customer issues and mentor the team. You will partner with Engineering to improve product quality and support effectiveness.

The role requires 5+ years in advanced technical support or systems engineering, and experience with Salesforce Service Cloud. The position offers a hybrid work model with travel to offices as needed.

Qualifications

• 5+ years’ experience in advanced technical support, systems engineering, or a related field.
• 2+ Magnet certifications or equivalent industry experience.
• Experience mentoring engineers and setting technical standards.
• Strong incident management and root cause analysis.
• Superior written and verbal communication with a customer-first mindset.
• Experience with Salesforce Service Cloud, Communities, and Knowledge.
• Industry-recognized AI, Cloud, or networking certifications preferred.

Responsibilities

• Own and lead resolution of escalated, high-severity, or cross-system customer issues.
• Conduct in-depth root cause analysis and drive permanent fixes with Engineering.
• Participate in incident response and post-incident reviews, including documentation and recommendations.
• Mentor other Technical Support Engineers.
• Identify patterns and systemic issues, reducing future case volume and customer impact.
• Represent the voice of the customer through defect triage and product feedback loops.
• Define and improve support playbooks, escalation paths, and diagnostic standards.
• Share product knowledge by building and maintaining the team’s knowledge base.

Skills

Technical support

Systems engineering

Incident management

Root cause analysis

Cross-functional leadership

Mentoring

Customer-focused communications

AI / Cloud / networking certs

Education

Post-secondary education in CS/Engineering

Tools

Salesforce Service Cloud

Job description

Senior Technical Support Engineer

Magnet Forensics United Kingdom

Abroad United Kingdom Full-Time

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 Senior Technical Support Engineer provides the highest level of technical expertise, leading resolution of complex, high-impact, or sensitive customer issues. This role drives systemic problem management, mentors across levels, and partners closely with Engineering, Product Management, and Leadership to improve product quality and support effectiveness. This position reports to the Manager, Technical Support.

What You’ll Do

• Own and lead resolution of escalated, high-severity, or cross-system customer issues.
• Conduct in-depth root cause analysis and drive permanent fixes in partnership with Engineering.
• Participate in incident response and post-incident reviews, including documentation and recommendations.
• Act as a technical authority and mentor for other Technical Support Engineers.
• Identify patterns and systemic issues, reducing future case volume and customer impact.
• Represent the voice of the customer through defect triage, VoC forums, and product feedback loops.
• Define and improve support playbooks, escalation paths, and diagnostic standards.
• Share product expertise by building and maintaining the team’s product knowledge base and contributing to new hire onboarding.
• Makes risk-informed decisions that balance customer impact, technical complexity, and business context.
• Operates with broad autonomy and influences across teams.
• Impact is organizational and strategic, improving support scalability and product quality.

What We’re Looking For

• Post-secondary education in Computer Science, Engineering, or have equivalent experience.
• 5+ years’ experience in advanced technical support, systems engineering, or a related field.
• Deep expertise in supported products, integrations, and system architecture as evidenced by 2+ Magnet certifications or equivalent industry experience.
• Superior written and verbal communication skills with a customer-first mindset.
• Strong incident management, root cause analysis, and cross-functional leadership skills.
• Experience mentoring engineers and setting technical standards.
• Industry-recognized AI, Cloud, or networking certifications and introductory programming experience preferred.
• Experience with Salesforce Service Cloud, Communities, and Knowledge.

Compensation & Benefits

£70,000 to £80,000 (GBP) a year

Salary range (min - max)

Position Type: Current Vacancy

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

Indicators of Success

We're looking for someone who checks off most, but not all, of the boxes listed in "skills and experiences". It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have "been there, done that". We want to be part of your development journey, and we'll learn as much from you as you learn from us.

How We Work

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you're within a comfortable travel distance to one of our offices, you'll occasionally join us in person. How often you'll come in depends on your department and team needs, typically ranging from weekly to monthly. These