Senior Technical Support Engineer

<div><span style="font-size: 18px;"><strong>Who We Are; What We Do; Where We’re Going</strong></span></div> <div>&nbsp;</div> <div><span style="font-size: 16px;">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.</span></div> <div><span style="font-size: 16px;">&nbsp;</span></div> <div><span style="font-size: 16px;">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.</span></div> <div><span style="font-size: 16px;">&nbsp;</span></div> <div><span style="font-size: 16px;">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. </span></div> <div><span style="font-size: 16px;">&nbsp;</span></div> <div><span style="font-size: 16px;">If you think you would be the right person to join our team working towards this goal, we would love to hear from you!&nbsp;</span></div><div><br></div><h3>Role Overview</h3> <div> <div> <div> <p><span data-contrast="auto">The Senior Technical Support Engineer is a technical escalation point for complex, high-impact, and sensitive customer issues. This role leads systemic problem management, develops technical capability across the Support team, and partners with Engineering and Product Management to reduce recurring issues, improve product quality, and strengthen support effectiveness.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> </div> <div> <p><span data-contrast="auto">This is a senior individual contributor role with technical leadership responsibilities and no direct reports. This position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> </div> </div> </div><br><strong>What You’ll Do</strong><br><div> <div> <li><span data-contrast="auto">Own resolution of escalated, high-severity, or cross-system customer issues, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559685&quot;:714,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:240,&quot;335559991&quot;:357}">&nbsp;</span></li> <li><span data-contrast="auto">Lead root-cause and trend analysis for complex or recurring issues, quantify customer and support impact, and partner with Engineering to implement and validate corrective actions that reduce repeat cases.</span></li> <li><span data-contrast="auto">Prov