Technical Support Engineer
Magnet Forensics
IT, Customer Service
United Kingdom
Posted on Friday, July 14, 2023
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 other IoT related devices. We are continually innovating so that our customers can deploy advanced and effective tools to protect their companies, communities, and countries.
Earlier this year, we shared the exciting news that Grayshift and Magnet Forensics have come together as one organization to accelerate innovation and transform digital investigations for our customers. We’re pleased to share that the combined organization is operating as Magnet Forensics.
The combination of mobile, cloud and computer forensics expertise under the Magnet Forensics name underscores our dedication to providing comprehensive, end-to-end DFIR solutions. This includes our commitment to helping with access to modern digital devices lawfully with our renowned product suite. And, our focus on innovating for the DIFR community, along with our shared mission, continues to be the top priority.
Our Mission is to impact people’s lives by uncovering the truth and empowering others to make a difference. We do this by equipping examiners and investigators with the best digital forensics tools available, so they can accomplish their mission: Fighting crime. Protecting company assets. Guarding national security.
How we work:
We are a dynamic team who are passionate about the work we do. We are inspired because our work makes a difference and there is a shared sense of purpose in our culture.
We work in multi-functional teams to regularly experiment, iterate, and deliver on new goals, pushing the boundaries in everything we do to bring elite digital forensics tools to law enforcement, government agencies, and corporations.
What we are looking for:
We’re looking for a driven, hands-on, and customer-obsessed technical support engineer to join the newly merged Global Services & Support team that will be supporting our Magnet Digital Investigation Suite line of products. This role works directly with customers as well as with internal teams, including Sales, Engineering and Product Management to provide world-class technical support to our customers.
What You Will Accomplish
· Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers
· Maintain overall account health, including case handling and regular check in meetings, for your portfolio of accounts
· Partner with our Professional Services Consultants to help support and document implementations at client sites
· 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
What We Are Looking For
We’re looking for someone who checks off most, but not all, of the boxes. It’s more important to us to find a candidate who can display indicators of success through skills they have developed and experience they have been a part of, than to find folks who have “been there, done that”. We want to be a part of your development journey, and we’ll learn as much from you as you learn from us.
There are a few must haves, but we will keep that list short:
· Post-secondary education in Computer Science, Engineering, or have equivalent relevant experience
· 5+ years’ experience in a customer-facing enterprise support role, including supporting administrators of cloud-based or server-based products
· Excellent verbal and written communication skills
· Strong customer service skills and technical aptitude
· High degree of resourcefulness, flexibility, and adaptability
· Strong problem-solving skills and ability to prioritize work
· You have meaningful hands-on experience with at least three of:
o Network and server configuration
o Virtualization
o Cloud computing
o Web/cloud security
o Container management
The Most Important Thing
We’re looking for candidates that can provide examples of how they have demonstrated Magnet InteGRITy in their previous experiences:
Greater Good – We think beyond our own interests and strive to improve communities around the world. This demonstrates our passion for making a difference in the world.
Respect – We hold ourselves accountable through transparent sharing of information and we have faith in each other’s abilities
Innovation – We lead the industry in excellence and reliability while keeping the user experience simple and relevant. We are not afraid to push the boundaries to stay ahead of our competitors.
Teamwork – We collaborate internally and externally, while caring about each other and listening to our customers.
We’re committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.
Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.