West Coast Senior Customer Enablement Lead

Magnet Forensics; Nevada (IA); On-site; USD 115,000 - 165,000; Full time

Job description

Role Overview

Senior Customer Delivery Specialist – a senior customer‑facing role within the Technical Delivery team. The primary responsibilities include leading complex customer onboarding engagements, driving strategic adoption initiatives, and serving as a technical and customer success subject‑matter expert. This role also mentors the Technical Delivery team and implements best practices to ensure successful customer adoption and product growth.

Responsibilities

• Serve as an escalation point for Technical Delivery Specialists and Engineers.
• Identify and communicate product bugs and features as discovered by the customer.
• Lead complex, high‑impact onboarding engagements for strategic accounts.
• Serve as a trusted technical advisor for complex workflows and use cases.
• Diagnose and resolve complex technical issues and coordinate with Engineering as needed.
• Design and develop tools for customer consumption as needed.
• Act as a trusted partner between Product and Engineering to advocate for customer needs and product improvements.
• Mentor Technical Delivery Specialists and Engineers.
• Contribute to strategic initiatives within the Technical Delivery organization.
• Provide enhanced technical support for customer inquiries via ticket and phone calls.
• Lead customer onboarding engagements, including planning, technical setup, and success validation.
• Deliver introductory training sessions and walkthroughs for new customers.
• Troubleshoot and resolve intermediate technical issues related to product usage.
• Assist in the delivery and implementation of customer‑facing product documentation.

Qualifications

• 3‑6 years of experience in a customer‑facing role (technical support, onboarding, training, or customer success).
• B.S. in Computer Science or an equivalent field.
• Familiarity with Elasticsearch and Kibana.
• Basic technical troubleshooting skills and willingness to learn complex software products.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non‑technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast‑paced environment.
• Collaborative mindset and eagerness to learn.
• Ability to prioritize and manage multiple customer engagements simultaneously.
• Passion for technology and helping customers succeed.
• Travel: 25% travel required for customer engagements and conferences.

Nice‑to‑Have Skills

• Experience with Golang, Python, or any other development languages.

Compensation & Benefits

$115,000 – $165,000 (USD) per year.

Benefits include:

• Generous time‑off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits

Position Type: New Position.

Eligibility & Legal Requirements

• Must currently reside on the West Coast of the United States.
• Must hold United States citizenship.
• All offers of employment are contingent upon satisfactory completion of a background check.
• Magnet Forensics is an Equal Opportunity Employer. All applicants are considered without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under applicable law.
• Magnet Forensics participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm you are authorized to work in the U.S.
• Accommodation is available to all applicants upon request throughout the hiring process. Please contact [email protected] should you require any accommodations.

All background checks will be conducted in accordance with applicable laws. Refusal to consent to a background check may be grounds for revoking an offer of employment.