[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Magnet Forensics is a global leader in the development of digital investigative software. They are seeking an experienced Technical Support Engineer to provide high-level technical customer support for their cutting-edge digital forensics tools, working directly with customers and internal teams to resolve complex issues. Responsibilities 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 Skills 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 Knowledge of AWS & Azure Knowledge of third-party EDR tools (Crowdstrike, Jamf, Intune, SCCM etc). would be beneficial Benefits Generous time off policies Competitive compensation Volunteer opportunities Reward and recognition programs Employee committees & resource groups Healthcare and retirement benefits Company Overview Magnet Forensics develops digital forensics software to help investigate cyberattacks and digital crimes. It was founded in 2009, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is