Magnet Forensics
Role Summary 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. Scope & Accountability 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 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. May be required to travel to meet the responsibilities of the position. Compensation & Benefits The compensation range for the primary location is £46,900-£80,400 per year (GBP). Actual compensation may vary based on location and experience. Generous time off policies Competitive compensation Volunteer opportunities Reward and recognition programs Employee committees & resource groups Healthcare and retirement benefits Equal Opportunity & Non-Discrimination Statement 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. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact should you require any accommodations. All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position's job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment. US Applicants: Magnet Forensics participates in E Verify and will provide the federal government with your Form I 9 information to confirm that you are authorized to work in the U.S. Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.
Role Summary 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. Scope & Accountability 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 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. May be required to travel to meet the responsibilities of the position. Compensation & Benefits The compensation range for the primary location is £46,900-£80,400 per year (GBP). Actual compensation may vary based on location and experience. Generous time off policies Competitive compensation Volunteer opportunities Reward and recognition programs Employee committees & resource groups Healthcare and retirement benefits Equal Opportunity & Non-Discrimination Statement 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. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact should you require any accommodations. All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position's job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment. US Applicants: Magnet Forensics participates in E Verify and will provide the federal government with your Form I 9 information to confirm that you are authorized to work in the U.S. Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found here.