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> <p><span data-contrast="auto">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.</span><span data-contrast="auto"><br></span><span data-contrast="auto"><br></span><span data-contrast="auto">This position reports to the Manager, Technical Support.</span><span data-contrast="auto">&nbsp;</span></p> </div> </div><br><strong>What You’ll Do</strong><br><div> <li> <p>Own and lead resolution of escalated, high-severity, or cross-system customer issues.</p> </li> <li> <p>Conduct in-depth root cause analysis and drive permanent fixes in partnership with Engineering.</p> </li> <li> <p>Participate in incident response and post-incident reviews, including documentation and recommendations.</p> </li> <li> <p>Act as a technical authority and mentor for other Technical Support Engineers.</p> </li> <li> <p>Identify patterns and systemic issues, reducing future case volume and customer impact.</p> </li> <li> <p>Represent the voice of the customer through defect triage, VoC forums, and product feedback loops.</p> </li> <li> <p>Define and improve support playbooks, escalation paths, and diagnostic standards.</p> </li> <li> <p>Share product expertise by building and maintaining the team’s product knowledge base and contributing to new hire onboarding.</p> </li> <li> <p>Makes risk-informed decisions that balance customer impact, technical complexity, and business context.</p> </li> <li>