Senior Technical Support Engineer
Magnet Forensics
<div><span style="font-size: 18px;"><strong>Who We Are; What We Do; Where We’re Going</strong></span></div> <div> </div> <div><span style="font-size: 16px;">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.</span></div> <div><span style="font-size: 16px;"> </span></div> <div><span style="font-size: 16px;">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.</span></div> <div><span style="font-size: 16px;"> </span></div> <div><span style="font-size: 16px;">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. </span></div> <div><span style="font-size: 16px;"> </span></div> <div><span style="font-size: 16px;">If you think you would be the right person to join our team working towards this goal, we would love to hear from you! </span></div><div><br></div><h3>Role Overview</h3> <div> <div> <div> <p><span data-contrast="auto">The Senior Technical Support Engineer is a technical escalation point for complex, high-impact, and sensitive customer issues. This role leads systemic problem management, develops technical capability across the Support team, and partners with Engineering and Product Management to reduce recurring issues, improve product quality, and strengthen support effectiveness.</span><span data-ccp-props="{"201341983":0,"335559740":240}"> </span></p> </div> <div> <p><span data-contrast="auto">This is a senior individual contributor role with technical leadership responsibilities and no direct reports. This position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.</span><span data-ccp-props="{"201341983":0,"335559740":240}"> </span></p> </div> </div> </div><br><strong>What You’ll Do</strong><br><div> <div> <li><span data-contrast="auto">Own resolution of escalated, high-severity, or cross-system customer issues, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":714,"335559738":0,"335559739":160,"335559740":240,"335559991":357}"> </span></li> <li><span data-contrast="auto">Lead root-cause and trend analysis for complex or recurring issues, quantify customer and support impact, and partner with Engineering to implement and validate corrective actions that reduce repeat cases.</span></li> <li><span data-contrast="auto">Provide senior technical leadership during customer-impacting incidents and contribute to post-incident reviews, including timelines, root-cause findings, corrective actions, and recommendations.</span></li> <li><span data-contrast="auto">Provide technical guidance and coaching to Technical Support Engineers during complex investigations, escalations, and incident response.</span></li> <li><span data-contrast="auto">Represent customer impact in defect triage and product feedback forums by providing clear evidence, use cases, severity context, and recommended priorities.</span></li> <li><span data-contrast="auto">Define and improve support playbooks, escalation paths, and diagnostic standards.</span></li> <li><span data-contrast="auto">Create and maintain reusable technical guidance, diagnostic procedures, and knowledge articles, and apply that content to new-hire onboarding and ongoing team development.</span></li> </div> <div> </div> </div><br><strong>What We’re Looking For</strong><br><div> <div> <li><span data-contrast="auto">Post-secondary education in Computer Science, Engineering, or equivalent practical experience.</span></li> <li><span data-contrast="auto">5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment.</span></li> <li><span data-contrast="auto">Demonstrated ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues.</span></li> <li><span data-contrast="auto">Strong incident management, root cause analysis, and cross-functional leadership skills.</span></li> <li><span data-contrast="auto">Demonstrated experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures.</span></li> </div> </div><br><strong>What Success Looks Like</strong><br><div> <div> <li><span data-contrast="none">High-impact and sensitive customer issues are resolved in a timely manner, with clear communication and strong technical quality.</span></li> <li><span data-contrast="none">Recurring issues are identified and addressed through validated corrective actions, reducing repeat cases and customer impact.</span></li> <li><span data-contrast="none">Technical Support Engineers apply stronger diagnostic practices, escalation standards, and technical guidance during complex investigations.</span></li> <li><span data-contrast="none">Customer impact is translated into actionable product feedback that contributes to improved product quality and support effectiveness.</span></li> </div> </div><br><strong>Preferred Qualifications</strong><br><div> <div> <li><span data-contrast="auto">Advanced experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":714,"335559738":0,"335559739":160,"335559740":240,"335559991":357}"> </span></li> <li><span data-contrast="auto">Professional fluency in written and spoken Arabic to support Arabic-speaking customers.</span></li> <li><span data-contrast="auto">Industry-recognized AI, Cloud, or networking certifications and introductory programming experience.</span></li> <li><span data-contrast="auto">Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.</span></li> </div> </div><br><strong>Working Conditions</strong><br><div> <div> <li><span data-contrast="auto">This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to 5 pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.</span></li> <li><span data-contrast="auto">This is a remote role based in the United Kingdom.</span></li> <li><span data-contrast="auto">The position involves extended periods of computer-based work.</span></li> <li><span data-contrast="auto">Occasional work outside standard hours may be required to address critical customer issues.</span></li> <li><span data-contrast="auto">Occasional travel may be required for customer engagements, training, or team meetings.</span><span data-ccp-props="{"201341983":0,"335557856":16777215,"335559685":714,"335559738":0,"335559739":160,"335559740":240,"335559991":357}"> </span></li> </div> </div><h3><span data-contrast="auto">Compensation & Benefits</span></h3> <p><span data-contrast="auto">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. </span><span data-contrast="auto"> </span> </p> <p><span data-contrast="auto">Position Type:</span> <span data-contrast="none">New Position</span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}"> </span></p><div><br></div><div><strong style="font-size: 18px;">Magnet is proud to offer benefits such as: </strong></div> <div><span style="font-size: 14pt;"> </span></div> <div><span style="font-size: 16px;">- Generous time off policies </span></div> <div><span style="font-size: 16px;">- Competitive compensation </span></div> <div><span style="font-size: 16px;">- Volunteer opportunities </span></div> <div><span style="font-size: 16px;">- Reward and recognition programs </span></div> <div><span style="font-size: 16px;">- Employee committees & resource groups </span></div> <div><span style="font-size: 16px;">- Healthcare and retirement benefits </span></div> <div> </div> <div><span style="font-size: 18px;"><strong>Indicators of Success </strong></span></div> <div> </div> <div><span style="font-size: 16px;">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 </span><strong><span style="font-size: 16px;">indicators of success</span></strong><span style="font-size: 16px;"> 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. </span></div> <div> </div> <div><strong><span style="font-size: 18px;">How We Work</span></strong></div> <div> </div> <div><span style="font-size: 16px;">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.</span></div> <div> </div> <div><span style="font-size: 16px;">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!</span></div> <div><span style="font-size: 14pt;"> </span></div> <div><strong style="font-size: 18px;">The Most Important Thing</strong></div> <div> </div> <div><span style="font-size: 16px;">We’re looking for candidates that can provide examples of how they have demonstrated Magnet </span><strong><span style="font-size: 16px;">CODE </span></strong><span style="font-size: 16px;">in their previous experiences: </span></div> <div> </div> <div><strong style="font-size: 16px;">CARE </strong><span style="font-size: 16px;">– We care about each other and our mission to make a difference in the world. </span></div> <div><strong style="font-size: 16px;">OWN</strong><span style="font-size: 16px;"> – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect. </span></div> <div><strong style="font-size: 16px;">DEDICATE</strong><span style="font-size: 16px;"> – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect. </span></div> <div><strong style="font-size: 16px;">EVOLVE</strong><span style="font-size: 16px;"> – We are constantly innovating and exploring new ways to work together to make an impact with our work.</span></div> <div> </div> <div><em>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. </em></div> <div><em> </em></div> <div><em>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 </em><a ----- ----- you require any accommodations.</em></div> <div> </div> <div><em>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.</em></div> <div> </div> <div><strong>US Applicants: </strong>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.</div> <div> </div> <div><em style="font-size: 16px;"><strong>Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found </strong></em><a href="https://www.magnetforensics.com/wp-content/uploads/2024/10/Employee-and-Job-Applicant-Privacy-Notice-09-26-2024.pdf"><em style="font-size: 16px;"><strong>here</strong></em></a><em style="font-size: 16px;"><strong>. </strong></em></div><p>Find more <a href="https://www.arbeitnow.co.uk/english-speaking-jobs">English Speaking Jobs in United Kingdom</a> on Arbeitnow</a>