Magnet Forensics

Technical Support Engineer

Magnet Forensics

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇨🇦 Canada

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Salary

💰 CA$76,300 - CA$130,800 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudJamf

About the role

  • Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers using our ticketing and live chat system.
  • Use internal documentation and historical tickets to perform relevant troubleshooting with customers whilst adapting based on the customers context.
  • Identify frustrated customers and escalate affected cases appropriately
  • Partner with the other internal teams to help support our customers and document procedural changes.
  • 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.
  • Work closely with the Customer Success team to meet SLA and customer requirements.
  • Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions.

Requirements

  • Post-secondary education in Computer Science, Engineering, or have equivalent relevant industry experience.
  • Knowledge of digital forensics and/or Magnet Forensic products would be beneficial
  • Relevant experience in a customer-facing support role, supporting administrators of cloud-based or server-based products would be beneficial
  • Relevant experience from a customer’s perspective when using software and working with a support team would be advantageous.
  • 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
  • Nice to Have: Knowledge of AWS & Azure
  • Nice to Have: Knowledge of third-party EDR tools (Crowdstrike, Jamf, Intune, SCCM etc). would be beneficial
  • Please Note: Working hours for this role are 9:00am to 5:30pm Pacific Standard Time
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
digital forensicstroubleshootingdata collectionproblem solvingcloud-based productsserver-based productsAWSAzureEDR toolsMagnet Forensic products
Soft skills
customer servicecommunicationresourcefulnessflexibilityadaptabilitycollaborationcoachingprioritizationanalytical skillsteamwork