Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation.
Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.
Support customers during the critical post-purchase phase to accelerate time-to-value and adoption.
Serve as a technical onboarding resource for Customer Success Managers and customers, providing guidance on product functionality, workflows, and best practices.
Deliver product walkthroughs, onboarding sessions, and targeted technical demonstrations tailored to customer environments.
Translate technical concepts clearly for both technical and non-technical customer audiences.
Maintain strong working knowledge of Magnet’s product portfolio and common customer use cases.
Partner closely with Customer Success Managers to align onboarding activities with customer goals and success plans.
Collaborate with Support and the Customer Success Escalation Lead to ensure a smooth handoff when technical issues fall outside onboarding scope.
Work with Support, QA, and internal teams to ensure a seamless transition from deployment to post-deployment usage.
Identify and surface early adoption challenges, risks, or gaps to CSMs and the Customer Success Escalation Lead for proactive resolution.
Capture customer feedback during onboarding and early adoption and share insights with internal teams to improve processes and customer experience.
Assist in creating and maintaining onboarding documentation, internal playbooks, and enablement materials for the Customer Success team.
Support training efforts for Customer Success Managers related to onboarding workflows, product updates, and early-stage customer challenges.

Requirements

College or University Degree or Diploma in Engineering, IT, Computer Science, or equivalent practical experience.
3–5 years of experience working with computer, mobile, and cloud-based software solutions in technical or investigative environments.
Hands-on experience with digital forensics tools such as AXIOM, FTK, EnCase, XRY, GrayKey, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies.
Experience supporting or assisting with deployments of forensic or investigative tools in customer environments.
Strong written and verbal communication skills, with the ability to clearly explain technical concepts.
Highly collaborative, customer-focused, and comfortable working as part of a broader Customer Success organization.
Ability to manage multiple onboarding engagements simultaneously.
Self-driven with the ability to work independently while understanding when to escalate issues.
Experience supporting multimedia investigations is a plus.
Exposure to private-sector incident response workflows or corporate investigations is desirable.
Multilingual capabilities are an asset but not required.
Experience working in Salesforce, Gainsight, or similar customer success platforms is a plus.
Industry-recognized certifications are preferred, including:
- **IT:** CompTIA Network+, Security+, AWS Cloud Practitioner, Azure Fundamentals, CCNA
- **DFIR:** MCFE, MCGE/MCVK, CFCE (IACIS), GCIH (SANS – Incident Response)
May be required to work flexible hours to support customer onboarding needs.
Willingness to travel up to **10%**.

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 forensicstechnical onboardingproduct setupconfigurationworkflow validationmultimedia investigationsincident responsecloud-based software solutionscustomer engagement managementtechnical demonstrations

Soft skills

strong written communicationstrong verbal communicationcollaborativecustomer-focusedself-drivenability to manage multiple engagementsproblem-solvingability to explain technical conceptsadaptabilityteamwork

Certifications

CompTIA Network+CompTIA Security+AWS Cloud PractitionerAzure FundamentalsCCNAMCFEMCGEMCVKCFCEGCIH