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Magnet Forensics

Posted 2 days ago

Technical Support EngineerMagnet Forensics · Vancouver

Technical Support Engineer

VancouverRemoteFull-time

AI Summary

Provides first-level technical support to customers across chat, email, web and phone by troubleshooting common issues, gathering technical information, documenting cases, and escalating complex problems. Reports to the Manager, Technical Support.

About this role

Who We Are; What We Do; Where We’re Going
Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.
Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.
With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.
If you think you would be the right person to join our team working towards this goal, we would love to hear from you!

Role Overview

The Technical Support Engineer provides first-level technical support to customers across various channels including chat, email, web, and phone. This role focuses on basic troubleshooting, accurate information-gathering, resolution of common issues, and timely escalation of complex issues.

This position reports to the Manager, Technical Support.

What You’ll Do

  • Monitor and respond to incoming customer requests for technical support across all supported channels.
  • Gather complete and accurate technical information (log files, environment details, reproduction steps, and more) to support resolution or escalation.
  • Clearly document all customer interactions, troubleshooting steps, and outcome in the case management system.
  • Guide customers to relevant self-service resources and redirect non-support requests to appropriate internal teams.
  • Identify opportunities or gaps in self-service content, for example, KBAs.
  • Escalate cases that exceed defined scope or knowledge level, ensuring all required context is provided.
  • Meet individual performance targets related to case volume, SLA adherence, and customer satisfaction.

    • What We’re Looking For

  • Post-secondary education in Computer Science, Engineering, or have equivalent experience.
  • 0-2+ years of experience in a technical, customer-facing support role.
  • Strong written and verbal communication skills with a customer-first mindset.
  • Ability to follow structured troubleshooting processes and escalate effectively.
  • Familiarity with CRM and case management tools (Salesforce Service Cloud preferred).

    • Scope & Accountability

  • Direct ownership of individual customer cases within defined playbook and procedures.
  • Decisions are guided by documented standards and team support.
  • Impact is primarily at the individual customer interaction level.

    • Skills

    Case ManagementComputer ScienceCRM ToolsCustomer SupportKnowledge Base ArticlesLog File AnalysisSalesforce Service CloudTechnical TroubleshootingVerbal CommunicationWritten Communication

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