Senior Technical Support Engineer (Fully Remote)

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

• Senior escalation point for complex, high-impact customer issues.
• Individual contributor with technical leadership responsibilities and no direct reports.

What You'll Do:

• 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.

What We're Looking For:

• 5+ years supporting complex technical issues in enterprise software.
• Strong incident management, root-cause analysis, and coaching skills.
• Ability to explain complex issues to technical and non-technical audiences.
• Generous time off, healthcare, and retirement benefits.
• Volunteer opportunities, recognition, and employee resource groups.
• Remote work based in the United Kingdom with occasional travel.

Magnet Forensics

Magnet Forensics is a global leader in digital investigative software that helps law enforcement and organizations acquire, analyze, and share digital evidence. The company serves thousands of customers globally and fosters a culture of learning, innovation, and integrity with employees around the world.