Senior Technical Support Engineer

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 Senior Technical Support Engineer provides the highest level of technical expertise, leading resolution of complex, high-impact, or sensitive customer issues. This role drives systemic problem management, mentors across levels, and partners closely with Engineering, Product Management, and Leadership to improve product quality and support effectiveness. This position reports to the Manager, Technical Support. What You’ll Do • Own and lead resolution of escalated, high-severity, or cross-system customer issues. • Conduct in-depth root cause analysis and drive permanent fixes in partnership with Engineering. • Participate in incident response and post-incident reviews, including documentation and recommendations. • Act as a technical authority and mentor for other Technical Support Engineers. • Identify patterns and systemic issues, reducing future case volume and customer impact. • Represent the voice of the customer through defect triage, VoC forums, and product feedback loops. • Define and improve support playbooks, escalation paths, and diagnostic standards. • Share product expertise by building and maintaining the team’s product knowledge base and contributing to new hire onboarding. • Makes risk-informed decisions that balance customer impact, technical complexity, and business context. • Operates with broad autonomy and influences across teams. • Impact is organizational and strategic, improving support scalability and product quality. What We’re Looking For • Post-secondary education in Computer Science, Engineering, or have equivalent experience. • 5+ years’ experience in advanced technical support, systems engineering, or a related field. • Deep expertise in supported products, integrations, and system architecture as evidenced by 2+ Magnet certifications or equivalent industry experience. • Superior written and verbal communication skills with a customer-first mindset. • Strong incident management, root cause analysis, and cross-functional leadership skills. • Experience mentoring engineers and setting technical standards. • Industry-recognized AI, Cloud, or networking certifications and introductory programming experience preferred. • Experience with Salesforce Service Cloud, Communities, and Knowledge. Compensation & Benefits The Compensation range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure f