magnetforensics - Technical Support Engineer

• 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. • ## What Success Looks Like • 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. • ## Working Conditions • This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes. • This is a remote role based in the United Kingdom. • The position involves extended periods of computer-based work. • Occasional work outside standard hours may be required to address critical customer issues. • Occasional travel may be required for customer engagements, training, or team meetings. • 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 often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals. • We’re excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best! • The Most Important Thing • We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences: • CARE – We care about each other and our mission to make a difference in the world. • OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect. • DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect. • EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work. • Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.