Senior Technical Support Engineer - Incident Lead

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

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.