The Role
Owns escalated, high-severity customer issues and leads root-cause analysis, incident response, corrective actions, and customer communication. Provides technical coaching to support engineers, improves escalation paths and diagnostic standards, creates knowledge resources, and partners with Engineering and Product Management to reduce recurring issues and improve product quality.
Summary Generated by Built In
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!
The Senior Technical Support Engineer is a technical escalation point for complex, high-impact, and sensitive customer issues. This role leads systemic problem management, develops technical capability across the Support team, and partners with Engineering and Product Management to reduce recurring issues, improve product quality, and strengthen support effectiveness.
This is a senior individual contributor role with technical leadership responsibilities and no direct reports. This position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.
What You’ll Do
- Own resolution of escalated, high-severity, or cross-system customer issues, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.
- Lead root-cause and trend analysis for complex or recurring issues, quantify customer and support impact, and partner with Engineering to implement and validate corrective actions that reduce repeat cases.
- Provide senior technical leadership during customer-impacting incidents and contribute to post-incident reviews, including timelines, root-cause findings, corrective actions, and recommendations.
- Provide technical guidance and coaching to Technical Support Engineers during complex investigations, escalations, and incident response.
- Represent customer impact in defect triage and product feedback forums by providing clear evidence, use cases, severity context, and recommended priorities.
- Define and improve support playbooks, escalation paths, and diagnostic standards.
- Create and maintain reusable technical guidance, diagnostic procedures, and knowledge articles, and apply that content to new-hire onboarding and ongoing team development.
What We’re Looking For
- Post-secondary education in Computer Science, Engineering, or equivalent practical experience.
- 5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment.
- Demonstrated ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues.
- Strong incident management, root cause analysis, and cross-functional leadership skills.
- Demonstrated experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures.
What Success Looks Like
- High-impact and sensitive customer issues are resolved in a timely manner, with clear communication and strong technical quality.
- Recurring issues are identified and addressed through validated corrective actions, reducing repeat cases and customer impact.
- Technical Support Engineers apply stronger diagnostic practices, escalation standards, and technical guidance during complex investigations.
- Customer impact is translated into actionable product feedback that contributes to improved product quality and support effectiveness.
Preferred Qualifications
- Advanced experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.
- Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
- Industry-recognized AI, Cloud, or networking certifications and introductory programming experience.
- Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.
Working Conditions
- This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to 5 pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.
- This is a remote role based in the United Kingdom.
- The position involves extended periods of computer-based work.
- Occasional work outside standard hours may be required to address critical customer issues.
- Occasional travel may be required for customer engagements, training, or team meetings.
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.
Position Type: New Position
Magnet is proud to offer benefits such as:
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
Indicators of Success
We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have “been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us.
How We Work
At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals.
We’re excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best!
The Most Important Thing
We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences:
CARE – We care about each other and our mission to make a difference in the world.
OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect.
DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work.
Here at Magnet Forensics, we are 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. 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 [email protected] 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.
Skills Required
- Post-secondary education in Computer Science, Engineering, or equivalent practical experience
- 5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment
- Ability to explain complex technical issues clearly to technical and non-technical audiences, including customers
- Strong incident management, root cause analysis, and cross-functional leadership skills
- Experience coaching technical support professionals and improving diagnostic practices, escalation standards, or support procedures
- Advanced experience with Magnet Forensics products or comparable digital forensics platforms
- Professional fluency in written and spoken Arabic
- Industry-recognized AI, cloud, or networking certifications and introductory programming experience
- Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge
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The Company
What We Do
Magnet Forensics is a global leader in the development of digital investigation software that acquires, analyzes and shares evidence from computers, smartphones, tablets and IoT related devices. Magnet Forensics has been helping law enforcement fight crime, protect assets and guard national security since 2009. Magnet Forensics has become a trusted partner for thousands of the world’s top law enforcement, government, military and corporate organizations in over 92 countries. Court-admissible evidence recovered by Magnet Forensics tools has been used to support a wide-variety of investigations including cybercrimes, child exploitation, terrorism, human resource disputes, fraud, and intellectual property theft. For more information, please visit https://www.magnetforensics.com
