Magnet Forensics

Technical Support Engineer

Magnet Forensics

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇬🇧 United Kingdom

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Salary

💰 £46,900 - £80,400 per year

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Deliver exceptional customer service by responding promptly and thoroughly to sensitive or urgent requests, using ticketing and live chat systems, and escalating cases when necessary.
  • Maintain overall account health through effective case handling, troubleshooting, and adapting solutions based on customer context and historical documentation.
  • Collaborate closely with Engineering, Product Management, Sales, and Customer Success teams to resolve customer-facing issues, identify product enhancements, and meet service level agreements.
  • Contribute to and maintain a customer-facing knowledge base to enable self-serve case resolution and share procedural updates.
  • Learn continuously, coach peers, and share expertise to foster team growth and improve problem-solving capabilities.

Requirements

  • Post-secondary education in Computer Science, Engineering, or equivalent relevant industry experience, with at least 3 years in a complex technical support role.
  • Hands-on expertise with cloud/server products and technologies (such as **networking, virtualisation, and security!**).
  • Strong technical aptitude, problem-solving skills, and a proactive, adaptable approach.
  • Excellent communication and customer service, with the ability to engage effectively at all levels.
  • Understanding of CRM and ticketing systems (e.g. Salesforce, Service Cloud), and a passion for creative solutions.
  • **Travel: 5%.**
Benefits
  • Generous Time Off Policies
  • Competitive Compensation
  • Volunteer Opportunities
  • Reward and Recognition Programs
  • Employee Committees & Resource Groups
  • Healthcare and Retirement Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
cloud productsserver productsnetworkingvirtualisationsecuritytechnical supportproblem-solvingcase handlingtroubleshootingcustomer service
Soft skills
communicationadaptabilityproactivityteam growthcoachingcollaborationengagement