Senior Technical Support Engineer

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!

Role Overview

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.

Role Overview

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.

Role Overview 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.

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 have 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.

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. If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

£70,000 to £80,000 (GBP) a year

Salary range (min - max)

Position Type: Current Vacancy

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.

Post-secondary education in Computer Science or equivalent; 5+ years advanced technical support or systems engineering; 2+ Magnet certifications or equivalent; strong incident management and root cause analysis; experience mentoring; Salesforce Service Cloud experience; AI/Cloud/networking certifications preferred.

Key Responsibilities

• resolving customer issues
• conducting root cause analysis
• mentoring engineers

Skills & Tools

Salesforce Service Cloud, Salesforce Communities, Salesforce Knowledge

Job Details

• Category: Information Technology
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United Kingdom
• Salary: GBP 70,000 – 80,000 / year
• Languages: English

Benefits

• Generous paid time off
• Retirement plan

About Magnet Forensics

A global leader in digital investigative software that acquires, analyzes, and shares evidence from devices. — Industry: Information Technology