[Hiring] Technical Support Engineer @Magnet Forensics

Role Description

The Technical Support Engineer is an advanced individual contributor responsible for diagnosing and resolving complex customer issues that require deep technical investigation. The role owns support cases through resolution, strengthens team capability through mentoring and knowledge creation, and identifies recurring issues that can inform improvements to support processes, tooling, and product functionality. This position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.

What You’ll Do

• Own complex cases from initial investigation through resolution, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.
• Diagnose and resolve complex customer issues that lack documented solutions or require deeper investigation.
• Reproduce customer issues using test environments, logs, APIs, or diagnostic tools.
• Collaborate with Engineering, Product Management, and other internal teams to investigate defects, communicate customer impact, and support resolution of escalated issues.
• Create and update internal and customer-facing knowledge base articles.
• Onboard and mentor Technical Support Engineers, providing technical guidance on complex cases and investigative methods.
• Identify trends, recurring issues, and potential risks, and surface insights to leadership.
• Recommend improvements to processes, tools, and product functionality.
• Act as subject matter expert for specific product features or technical domains.

Qualifications

• Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.
• 3+ years of experience in a technical, customer-facing support role.
• Excellent verbal and written communication skills with a customer-first mindset.
• Strong troubleshooting skills across systems, integrations, logs, and workflows.
• Demonstrated ability to balance customer experience with technical rigor.

Preferred Qualifications

• Experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.
• Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
• Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.

Working Conditions

• This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to 5 pm Arabia Standard Time.
• This is a remote role based in the United Kingdom.
• The position involves extended periods of computer-based work.
• Occasional work outside standard hours may be required to address critical customer issues.
• Occasional travel may be required for customer engagements, training, or team meetings.

Compensation & Benefits

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

Indicators of Success

We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have “been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us.

How We Work

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals.

The Most Important Thing

We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:

• CARE – We care about each other and our mission to make a difference in the world.
• OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.
• DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
• EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.