Senior Escalations Engineer – Remote UK

Magnet Forensics Inc.; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Generous time off

Healthcare

Retirement benefits

Volunteer opportunities

Employee resource groups

Job summary

Magnet Forensics is seeking a senior escalation specialist to own complex customer issues and drive fast, high-quality resolutions. This individual contributor role emphasizes technical leadership without direct reports, partnering with Engineering and Product Management to cut recurring problems.

You will develop playbooks, mentor teammates, and communicate clearly with technical and non-technical audiences while upholding the company's values of learning and integrity.

Qualifications

• 5+ years supporting complex issues in enterprise software.
• Strong incident management, root-cause analysis, and coaching skills.
• Ability to explain complex issues to technical and non-technical audiences.

Responsibilities

• Resolve escalated issues while balancing speed, quality, and customer impact.
• Partner with Engineering and Product Management to reduce recurring issues.
• Develop technical capability and support playbooks across the team.

Skills

Escalation experience

Root-cause analysis

Incident management

Coaching

Technical leadership

Communication

Job description

Magnet Forensics is seeking a senior escalation specialist to own complex customer issues and drive fast, high-quality resolutions. This individual contributor role emphasizes technical leadership without direct reports, partnering with Engineering and Product Management to cut recurring problems.

You will develop playbooks, mentor teammates, and communicate clearly with technical and non-technical audiences while upholding the company's values of learning and integrity.