Technical Support Engineer
Magnet Forensics is seeking an experienced, customer focused Technical Support Engineer to join our expanding team.
Reporting to the Technical Support Manager, this is a fully remote role where you will be providing high-level and highly technical customer support for our cutting-edge digital forensics tools.
This role is working directly with customers who range from local law enforcement to large multinational corporations on complex issues, as well as with internal teams, including engineering and product management to provide world-class technical support to our customers.
NOTE: This candidate must reside in Singapore OR Australia.
Role 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.
Qualifications:
- Post-secondary education in Computer Science, Engineering, or have equivalent relevant industry experience;
- Relevant experience in a customer-facing support role, supporting administrators of cloud-based or server-based products would be beneficial;
- Relevant experience from a customers 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.
Nice To Haves:
- Being Multilingual is a HUGE PLUS!
- Working with Law Enforcement and/or Government customers;
- Background in Digital Forensics.
The Most Important Thing
We’re looking for candidates that can provide examples of how they demonstrated Magnet CODE in their previous experiences.
CARE -We care about each other and our mission to make a difference in the world.
OWN -We are accountable for or 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.