Senior Technical Support Engineer
Core
Senior technical escalation point for complex, high-impact, and sensitive customer issues in digital forensics software, leading systemic problem management and partnering with Engineering to reduce recurring issues.
Role type
Senior individual contributor technical support engineer
Builds
Digital investigative software for acquiring, analyzing, and sharing evidence from computers, smartphones, tablets, and IoT devices
Domain
Digital forensics / Cybersecurity
Required skills
Root cause analysis, incident management, technical coaching, cross-functional leadership, diagnostic procedure development, knowledge base creation, complex issue resolution, customer communication, defect triage
Preferred skills
Digital forensics platform experience, Arabic language fluency, AI/Cloud/networking certifications, introductory programming, Salesforce Service Cloud experience
Technologies
Magnet Forensics products, Salesforce Service Cloud, Experience Cloud, Knowledge
Responsibilities
Own resolution of escalated high-severity customer issues, lead root-cause and trend analysis for complex issues, provide technical leadership during customer-impacting incidents, coach Technical Support Engineers, represent customer impact in defect triage, define and improve support playbooks and diagnostic standards
Seniority
Senior, hands-on IC