Technical Support Engineer

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.

The Technical Support Engineer is an advanced individual contributor responsible for diagnosing and resolving complex customer issues that require deep technical investigation. The role owns support cases through resolution, strengthens team capability through mentoring and knowledge creation, and identifies recurring issues that can inform improvements to support processes, tooling, and product functionality.

This position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.

• Own complex cases from initial investigation through resolution, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.
• Diagnose and resolve complex customer issues that lack documented solutions or require deeper investigation.
• Reproduce customer issues using test environments, logs, APIs, or diagnostic tools.
• Collaborate with Engineering, Product Management, and other internal teams to investigate defects, communicate customer impact, and support resolution of escalated issues.
• Create and update internal and customer-facing knowledge base articles.
• Onboard and mentor Technical Support Engineers, providing technical guidance on complex cases and investigative methods.
• Identify trends, recurring issues, and potential risks, and surface insights to leadership.
• Recommend improvements to processes, tools, and product functionality.
• Act as subject matter expert for specific product features or technical domains.

• Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.
• 3+ years of experience in a technical, customer-facing support role.
• Excellent verbal and written communication skills with a customer-first mindset.
• Strong troubleshooting skills across systems, integrations, logs, and workflows.
• Demonstrated ability to balance customer experience with technical rigor.

• Customers have confidence in the support experience, even when issues are complex or take time to resolve.
• High-impact cases progress with clear ownership, sound judgment, and appropriate urgency, without sacrificing the quality of the outcome.
• Insights from support lead to fewer repeat issues and meaningful improvements in the customer experience, team practices, and product.
• Other team members become more confident and self-sufficient when handling technically demanding cases.

• Experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.
• Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
• Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.