Job Description
Magnet Forensics is seeking an experienced, customer focused Technical Support Engineer to join our expanding team. Reporting to the Technical Support Manager, this is a fully remote role. Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers using our ticketing and live chat system. Use internal documentation and historical tickets to perform relevant troubleshooting with customers whilst adapting based on the customers context. Identify frustrated customers and escalate affected cases appropriately. Partner with the other internal teams to help support our customers and document procedural changes. Work collaboratively with Engineering and Product Management to drive resolution to customer-facing issues and help identify enhancements to the product. Contribute to a customer-facing knowledge base that enables self-serve case resolution. Learn, coach, and share your knowledge and skills with your peers. Work closely with the Customer Success team to meet SLA and customer requirements. Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.
About Magnet Forensics
Magnet Forensics develops digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices.