Senior Customer Delivery Specialist – West Coast

The Senior Customer Delivery Specialist is a senior customer-facing role within the Technical Delivery team. In this position, you will be responsible for leading complex customer onboarding engagements, driving strategic adoption initiatives with management, and service as a technical and customer success subject matter expert.

As a Senior Customer Delivery Specialist, you will help guide and mentor the Technical Delivery team and help implement best practices to ensure successful customer adoption and product growth.

NOTE 1:
Candidates must currently reside on the West Coast of The United States.

NOTE 2:
Candidates must hold United States citizenship.

• Serve as an escalation point for Technical Delivery Specialists and Engineers.
• Identify and communicate product bugs and features as discovered by the customer.
• Lead complex, high-impact onboarding engagements for strategic accounts.
• Serve as a trusted technical advisor for complex workflows and use cases.
• Diagnose and resolve complex technical issues and coordinate with Engineering as needed.
• Design and develop tools for customer consumption as needed.
• Serve as a trusted partner between Product and Engineering to advocate for customer needs and product improvements.
• Mentor Technical Delivery Specialists and Engineers.
• Contribute to strategic initiatives within the Technical Delivery organization.
• Provide enhanced technical support for customer inquiries via ticket and phone calls.
• Lead customer onboarding engagements, including planning, technical setup, and success validation.
• Deliver introductory training sessions and walkthroughs for new customers.
• Troubleshoot and resolve intermediate technical issues related to product usage.
• Assist in the delivery and implementation of customer-facing product documentation.

• 3-6 years of experience in a customer-facing role (technical support, onboarding, training, or customer success).
• B.S. Computer Science or equivalent field.
• Familiarity with Elasticsearch and Kibana.
• Basic technical troubleshooting skills and willingness to learn complex software products.
• Strong written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Collaborative mindset and eagerness to learn.
• Ability to prioritize and manage multiple customer engagements simultaneously.
• Passion for technology and helping customers succeed.
• Travel: 25% travel required for customer-engagements and conferences.

• Experience with Golang, Python, or any other development languages.

The Compensation range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you.

If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

$115,000 - $165,000 (USD) a year

Salary range (min - max)

Position Type: New Position

- Generous time off policies

- Competitive compensation

- 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…