Senior Technical Support Engineer

Magnet Forensics United Kingdom

Abroad United Kingdom Full-Time

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries. Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity. If you think you would be the right person to join our team working towards this goal, we would love to hear from you!

The Senior Technical Support Engineer provides the highest level of technical expertise, leading resolution of complex, high-impact, or sensitive customer issues. This role drives systemic problem management, mentors across levels, and partners closely with Engineering, Product Management, and Leadership to improve product quality and support effectiveness. This position reports to the Manager, Technical Support.

• Own and lead resolution of escalated, high-severity, or cross-system customer issues.
• Conduct in-depth root cause analysis and drive permanent fixes in partnership with Engineering.
• 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 patterns and systemic issues, reducing 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.
• Share product expertise by building and maintaining the team’s product knowledge base and contributing to new hire onboarding.
• Makes risk-informed decisions that balance customer impact, technical complexity, and business context.
• Operates with broad autonomy and influences across teams.
• Impact is organizational and strategic, improving support scalability and product quality.

• Post-secondary education in Computer Science, Engineering, or have equivalent experience.
• 5+ years’ experience in advanced technical support, systems engineering, or a related field.
• Deep expertise in supported products, integrations, and system architecture as 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.
• Industry-recognized AI, Cloud, or networking certifications and introductory programming experience preferred.
• Experience with Salesforce Service Cloud, Communities, and Knowledge.

£70,000 to £80,000 (GBP) a year

Salary range (min - max)

Position Type:
Current Vacancy

• Generous time off policies
• Competitive compensation
• Volunteer opportunities
• Reward and recognition programs
• Employee committees & resource groups
• Healthcare and retirement benefits

We're looking for someone who checks off most, but not all, of the boxes listed in "skills and experiences". It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have "been there, done that". We want to be part of your development journey, and we'll learn as much from you as you learn from us.

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you're within a comfortable travel distance to one of our offices, you'll occasionally join us in person. How often you'll come in depends on your department and team needs, typically ranging from weekly to monthly. These