Who We Are, What We Do, and Where We’re Headed

Magnet Forensics is a global leader in digital investigation software, helping users collect, analyze, and share evidence from computers, smartphones, tablets, and IoT devices. We continuously innovate to ensure our customers have the advanced tools they need to safeguard their organizations, communities, and nations.

With thousands of clients worldwide, our solutions are vital in modernizing digital investigations—supporting efforts to combat crime, protect assets, and ensure national security.

Our team spans the globe, and as part of Magnet Forensics, your work will have a meaningful impact. We offer opportunities for growth and development, and you’ll be part of a talented, ethical, and supportive team.

If you’re passionate about making a difference, we’d love to hear from you. As a Magneteer, your daily work will contribute to our mission of uncovering the truth and protecting the innocent. We support this mission through continuous learning, collaboration, and a shared commitment to excellence.

Role Overview:

Magnet Forensics is looking for a skilled and customer-oriented Technical Support Engineer to join our growing team.

This fully remote position reports to the Technical Support Manager and involves providing expert-level support for our advanced digital forensics tools. You’ll work directly with a diverse customer base—from local law enforcement to global corporations—on complex technical issues, while also collaborating with internal teams like Engineering and Product Management.

Key Responsibilities:

– Deliver outstanding customer support by promptly addressing urgent and sensitive inquiries via our ticketing and live chat systems.
– Troubleshoot issues using internal resources and adapt solutions based on customer context.
– Recognize and escalate cases involving dissatisfied customers.
– Collaborate with internal teams to support customers and update procedures.
– Work with Engineering and Product Management to resolve issues and suggest product improvements.
– Contribute to a self-service knowledge base for customers.
– Share knowledge and mentor peers.
– Coordinate with the Customer Success team to meet service level agreements and customer expectations.
– Apply strong problem-solving skills and data analysis to identify root causes and implement solutions.

Qualifications:

– Post-secondary education in Computer Science, Engineering, or equivalent industry experience.
– Experience in a customer-facing technical support role, ideally with cloud or server-based products.
– Insight into the customer experience when using software and interacting with support teams is a plus.
– Excellent written and verbal communication.
– Strong technical aptitude and customer service skills.
– Highly adaptable, resourceful, and flexible.
– Effective at prioritizing and solving problems.

What Matters Most:

We’re looking for individuals who embody our core values, known as Magnet CODE:

– CARE – We care deeply about each other and our mission to make a positive impact.
– OWN – We take responsibility for our results with integrity, empathy, and respect.
– DEDICATE – We are committed to meeting our customers’ needs and supporting their missions.
– EVOLVE – We continuously innovate and seek better ways to work and make a difference.

Compensation & Benefits:

– Compensation is based on the job’s primary location and may vary depending on qualifications, experience, and skills. If you’re applying from a different location, details will be shared during the interview process.
– For roles with incentive components (e.g., sales), the range reflects total target compensation (base + variable).
– Salary Range (CAD): Minimum $76,300 – Midpoint $109,000 – Maximum $130,800
– Benefits include:
– Generous paid time off
– Competitive salary
– Volunteer opportunities
– Recognition and rewards programs
– Employee resource groups and committees
– Health and retirement benefits

At Magnet Forensics, we are committed to continuous learning and fostering a diverse, inclusive workplace. This commitment is reflected in our hiring practices and company values. If you’re interested in the role but don’t meet every qualification, we still encourage you to apply.

Magnet Forensics is an Equal Opportunity Employer and considers all applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, or any other protected status. We are dedicated to providing an accessible and inclusive hiring process. If you need accommodations, please contact aoda@magnetforensics.com.

All job offers at Magnet are contingent upon successful completion of a background check, conducted in compliance with applicable laws. The nature of the background check will depend on the role’s responsibilities. Refusal to consent may result in the withdrawal of an offer.

For U.S. applicants: Magnet Forensics participates in E-Verify and will use your Form I-9 information to confirm your work authorization.