Technical Support Engineer, Platform

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!

The Technical Support Engineer, Platform provides advanced technical support to customers using Magnet’s SaaS and on‑premises platform products, including Magnet One, Magnet Automate, and Magnet Review. This role works directly with both customers and with internal teams including Engineering, Global Sales Engineering, Sales, and Product Management to provide world‑class technical support to our customers.

• Deliver exceptional customer service by responding promptly and thoroughly to sensitive or urgent requests, using ticketing systems and customer calls, and escalating cases when necessary.
• Maintain overall account health through effective case handling, troubleshooting, and adapting solutions based on customer context and historical documentation.
• Collaborate closely with Engineering, Product Management, Sales, and Customer Success teams to resolve customer‑facing issues, identify product enhancements, and meet service level agreements.
• Contribute to and maintain a customer‑facing knowledge base to enable self‑serve case resolution and share procedural updates.
• Learn continuously, coach peers, and share expertise to foster team growth and improve problem‑solving capabilities.

• Post‑secondary education in IT, Computer Science, Engineering, or equivalent relevant industry experience, with at least 3 years in a complex technical support role including supporting administrators of cloud‑based or server‑based products.
• Excellent verbal and written communication skills with the ability to effectively communicate and engage with customers at all levels, leadership, and internal/external stakeholders.
• Superior customer service skills with outstanding attention to detail during interactions and technical investigations.
• Passion for understanding customers’ challenges and identifying creative solutions to those challenges.
• Deep understanding of customer relationship management and ticketing systems, especially Salesforce and Service Cloud.
• High degree of resourcefulness, flexibility, and adaptability. Showing a strong self‑starter attitude with excellent problem‑solving skills.
• Strong technical aptitude to learn software tools and other third‑party technologies, such as Linux and Windows Systems, Kubernetes, Databases, SSO/SAML, API, SSL/TLS, etc.
• Understanding of Agile development methodologies, including familiarity with product issue tracking tools, like Jira, and source control tools like Git Hub or Azure Dev Ops.
• Hands‑on expertise with cloud/server products and technologies, such as networking, virtualisation, security and user policies, cloud computing, and container/VM management within Amazon Web Services and/or Microsoft Azure.
• Knowledge of digital forensics and digital investigation is an asset.
• May be required to travel to meet the responsibilities of the position.

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…