Senior Technical Support Engineer
Job description
A senior individual contributor role providing technical escalation and problem management for complex, high-impact customer issues in digital investigative software support. The role also coaches support engineers and partners with Engineering and Product Management to reduce recurring issues.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · United Kingdom
- Languages
- Arabic – fluent
What you'll do
- 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.
- 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.
- Provide senior technical leadership during customer-impacting incidents and contribute to post-incident reviews, including timelines, root-cause findings, corrective actions, and recommendations.
- Provide technical guidance and coaching to Technical Support Engineers during complex investigations, escalations, and incident response.
- Represent customer impact in defect triage and product feedback forums by providing clear evidence, use cases, severity context, and recommended priorities.
- Define and improve support playbooks, escalation paths, and diagnostic standards.
- Create and maintain reusable technical guidance, diagnostic procedures, and knowledge articles, and apply that content to new-hire onboarding and ongoing team development.
What we're looking for
- Post-secondary education in Computer Science, Engineering, or equivalent practical experience.
- 5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment.
- Demonstrated ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues.
- Strong incident management, root cause analysis, and cross-functional leadership skills.
- Demonstrated experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures.
Nice to have
- Advanced experience with Magnet Forensics products or comparable digital forensics platforms.
- Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
- Industry-recognized AI, Cloud, or networking certifications and introductory programming experience.
- Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.
Your team
Technical Support
Reports to the Manager, Customer Success and receives functional direction from the Director, Technical Support.
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
Apply
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About Magnet Forensics
A global leader in the development of digital investigative software
Magnet Forensics develops digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. Serving thousands of customers globally, its solutions help investigators fight crime, protect assets, and guard national security.
Mission
To innovate so customers can deploy advanced and effective tools to protect their companies, communities, and countries.
Key facts
- Digital investigative software
- Serving thousands of customers globally
- Employees based around the world
- Solutions play a crucial role in modernizing digital investigations
What they value
- 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.