Senior Technical Support Engineer – Incident Leader

Magnet Forensics Inc.; United Kingdom; À distance; GBP 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Time off

Competitive pay

Volunteer opportunities

Recognition programs

Employee committees

Healthcare & retirement

Résumé du poste

Magnet Forensics, a global leader in digital investigative software, seeks a Senior Technical Support Engineer in the United Kingdom. You will act as a technical escalation point for complex customer issues, drive systemic problem management, and collaborate with Engineering and Product Management to improve product quality and support effectiveness.

The role is a senior individual contributor with leadership responsibilities and no direct reports.

Qualifications

• 5+ years investigating complex technical issues in enterprise software/support.
• Ability to explain complex topics to technical and non‑technical audiences.
• Strong incident management and cross‑functional leadership skills.

Responsabilités

• Own escalation resolution for high‑severity customer issues with clear, timely communication.
• Lead root‑cause analysis and trend reporting to reduce repeats.
• Provide senior technical guidance during investigations and incidents.
• Assist in post‑incident reviews with timelines and corrective actions.
• Contribute to defect triage and product feedback with evidence and use cases.
• Develop and improve support playbooks and diagnostic procedures.

Connaissances

Experience 5+ yrs

Technical leadership

Incident management

Clear communication

Formation

Post-secondary CS/Engineering

Outils

Salesforce Service Cloud

Experience Cloud

Knowledge base tooling

Description du poste

Magnet Forensics, a global leader in digital investigative software, seeks a Senior Technical Support Engineer in the United Kingdom. You will act as a technical escalation point for complex customer issues, drive systemic problem management, and collaborate with Engineering and Product Management to improve product quality and support effectiveness.

The role is a senior individual contributor with leadership responsibilities and no direct reports.