Technical Support Engineer
New
M
Magnet ForensicsDigital investigative software
United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2-4+ years
- Required Skills
- RESTful APIsTroubleshootingTechnical support
Requirements
- Post-secondary education in IT, Computer Science, Engineering, or have equivalent experience
- 2-4+ years of experience in a technical, customer-facing support role
- Magnet certification in supported product or equivalent industry experience
- Excellent verbal and written communication skills with a customer-first mindset
- Strong troubleshooting skills across systems, integrations, logs, and workflows
- Experience mentoring peers and contributing to shared documentation
- Demonstrated ability to balance customer experience with technical rigor
- Experience with Salesforce Service Cloud, Communities, and Knowledge
Responsibilities
- 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
- Own cases end-to-end, balancing speed, quality, and customer impact
- Create and update internal and customer-facing knowledge base articles
- Onboard, mentor, and offer technical guidance to other Technical Support Engineers
- Identify trends, recurring issues, potential risks, and surface insights to leadership
- Recommend improvements to processes, tools, and product functionality
- Own resolution of complex cases independently and exercise judgment on escalation
- Act as subject matter expert for specific product features or themes
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