Technical Support Engineer

Magnet Forensics

3d•Hybrid

About The Position

The Technical Support Engineer provides first-level technical support to customers through chat, email, web, and phone. The role involves basic troubleshooting, gathering accurate information, resolving common issues, and escalating more complex issues in a timely manner. The position reports to the Manager, Technical Support. The role owns individual customer cases within established playbooks and procedures. Decisions follow documented standards and are supported by the team, with impact primarily at the level of individual customer interactions. The role is hybrid-flexible: employees within comfortable travel distance of an office may attend in person occasionally, typically weekly to monthly depending on department and team needs.

Requirements

Post-secondary education in Computer Science or Engineering, or equivalent experience.
0–2+ years of experience in a technical, customer-facing support role.
Strong written and verbal communication skills and a customer-first mindset.
Ability to follow structured troubleshooting processes and escalate effectively.
Familiarity with CRM and case management tools.

Nice To Haves

Experience with Salesforce Service Cloud.

Responsibilities

Monitor and respond to incoming customer requests for technical support across supported channels.
Gather complete and accurate technical information, including log files, environment details, and reproduction steps, to support resolution or escalation.
Document customer interactions, troubleshooting steps, and outcomes in the case management system.
Guide customers to relevant self-service resources and redirect non-support requests to appropriate internal teams.
Identify opportunities or gaps in self-service content, such as knowledge base articles.
Escalate cases outside the defined scope or knowledge level, providing the required context.
Meet individual performance targets related to case volume, SLA adherence, and customer satisfaction.