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Senior Technical Support Engineer - United Kingdom

2 weeks, 6 days ago
United Kingdom
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Apply Now
Magnet Forensics

Magnet Forensics

Magnet Forensics provides cutting-edge digital investigation software for cybercrime and digital forensic analysis, supporting global organizations in fighting crime and safeguarding national security.

Internet Software & Services
251-1K
Founded 2009
View All Jobs 12

Description

  • Own and lead resolution of escalated, high-severity, or cross-system customer issues.
  • Conduct in-depth root cause analysis and partner with Engineering to drive permanent fixes.
  • Participate in incident response and post-incident reviews, including documentation and recommendations.
  • Act as a technical authority and mentor for other Technical Support Engineers.
  • Identify recurring patterns and systemic issues to reduce future case volume and customer impact.
  • Represent the voice of the customer through defect triage, VoC forums, and product feedback loops.
  • Define and improve support playbooks, escalation paths, and diagnostic standards.
  • Build and maintain the team’s product knowledge base and contribute to new hire onboarding.
  • Make risk-informed decisions that balance customer impact, technical complexity, and business context.
  • Influence across teams with broad autonomy to improve support scalability and product quality.

Requirements

  • Post-secondary education in Computer Science, Engineering, or equivalent experience.
  • 5+ years of experience in advanced technical support, systems engineering, or a related field.
  • Deep expertise in supported products, integrations, and system architecture, evidenced by 2+ Magnet certifications or equivalent industry experience.
  • Superior written and verbal communication skills with a customer-first mindset.
  • Strong incident management, root cause analysis, and cross-functional leadership skills.
  • Experience mentoring engineers and setting technical standards.
  • Experience with Salesforce Service Cloud, Communities, and Knowledge.
  • Industry-recognized AI, cloud, or networking certifications preferred.
  • Introductory programming experience preferred.
  • May be required to travel to meet the responsibilities of the position.

Benefits

  • £46,900 to £80,400 GBP annual salary range, depending on location and job-related factors.
  • Generous time off policies.
  • Competitive compensation.
  • Healthcare and retirement benefits.
  • Volunteer opportunities.
  • Reward and recognition programs.
  • Employee committees and resource groups.
  • Hybrid-flexible work arrangement with occasional in-person office time.

Interested in this position?

Apply directly on the company website

Apply Now

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