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Technical Support Engineer - Canada

1 hour, 56 minutes ago
Canada
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
TCP/IP
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 7

Description

  • Provide frontline technical support to customers using the mobile access and extraction suite of Magnet products.
  • Respond quickly, thoroughly, and empathetically to sensitive and urgent customer requests.
  • Maintain strong case health by meeting or exceeding SLAs, resolving issues thoroughly, and documenting detailed case notes.
  • Collaborate with Technical Support, Engineering, and Product Management to resolve customer-facing issues.
  • Contribute to a customer-facing knowledge base that supports self-serve case resolution.
  • Learn from peers and share knowledge and best practices across the team.
  • Provide on-call or holiday coverage outside standard business hours when required.
  • Support customers and internal teams across MST and PST time zone hours.

Requirements

  • Post-secondary education in Computer Science, Engineering, or equivalent experience.
  • 2+ years of experience in a technical, customer-facing support role.
  • Strong working knowledge of networking, especially TCP/IP.
  • Ability to remotely troubleshoot networking issues to resolution.
  • Excellent written and verbal communication skills.
  • Strong customer service skills and technical aptitude.
  • High degree of resourcefulness, flexibility, and adaptability.
  • Strong organizational and critical thinking skills with the ability to prioritize.
  • Experience with Salesforce Service Cloud, Communities, and Knowledge is an asset.
  • Familiarity with knowledge-centered support or knowledge-centered remote support is an asset.
  • Ability to work extra hours when required.
  • Ability to travel when required to meet job responsibilities.

Benefits

  • Compensation range of CAD $76,300 to $130,800 per year, depending on location and job-related factors.
  • Generous time off policies.
  • Healthcare and retirement benefits.
  • Competitive compensation.
  • Volunteer opportunities.
  • Reward and recognition programs.
  • Employee committees and resource groups.
  • Hybrid-flexible work arrangement with periodic in-person collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

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