Technical Support Engineer (Fully Remote)

Magnet Forensics Inc.; United States; Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Healthcare

Retirement benefits

Volunteer opportunities

Time off

Recognition programs

Employee resource groups

Job summary

Magnet Forensics in the United States is seeking an advanced individual contributor to diagnose and resolve complex customer issues. You will own cases through resolution, collaborate with engineering and product teams on escalations, and contribute to knowledge base articles while mentoring other engineers.

The role emphasizes strong problem solving, customer-focused communication, and ongoing collaboration to strengthen team capability and service quality.

Qualifications

• 3+ years in a technical, customer-facing support role.
• Strong troubleshooting skills across systems, integrations, logs, and workflows.
• Excellent verbal and written communication with a customer-first mindset.

Responsibilities

• Own complex cases from investigation through resolution with clear communication.
• Collaborate with Engineering and Product Management to address escalated issues.
• Create and update knowledge base articles and mentor other support engineers.

Job description

• Advanced individual contributor diagnosing and resolving complex customer issues.
• Owns support cases through resolution and strengthens team capability through mentoring.

What You'll Do:

• Own complex cases from investigation through resolution with clear communication.
• Collaborate with Engineering and Product Management to address escalated issues.
• Create and update knowledge base articles and mentor other support engineers.

What We're Looking For:

• 3+ years in a technical, customer-facing support role.
• Strong troubleshooting skills across systems, integrations, logs, and workflows.
• Excellent verbal and written communication with a customer-first mindset.
• Generous time off policies and competitive compensation.
• Healthcare, retirement benefits, and volunteer opportunities.
• Reward and recognition programs and employee resource groups.

Magnet Forensics

Magnet Forensics is a global leader in digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, and IoT devices. With thousands of customers worldwide and employees based around the globe, the company fosters a culture of learning, integrity, and making a difference.