Senior Technical Support Engineer

Who We Are; What We Do; Where We’re Going 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. 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. 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. If you think you would be the right person to join our team working towards this goal, we would love to hear from you! Role Overview 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. 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. What You’ll Do 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. 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. Provide senior technical leadership during customer-impacting incidents and contribute to post-incident reviews, including timelines, root-cause findings, corrective actions, and recommendations. Provide technical guidance and coaching to Technical Support Engineers during complex investigations, escalations, and incident response. Represent customer impact in defect triage and product feedback forums by providing clear evidence, use cases, severity context, and recommended priorities. Define and improve support playbooks, escalation paths, and diagnostic standards. Create and maintain reusable technical guidance, diagnostic procedures, and knowledge articles, and apply that content to new-hire onboarding and ongoing team development. What We’re Looking For Post-secondary education in Computer Science, Engineering, or equivalent practical experience. 5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment. Demonstrated ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues. Strong incident management, root cause analysis, and cross-functional leadership skills. Demonstrated experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures. What Success Looks Like High-impact and sensitive customer issues are resolved in a timely manner, with clear communication and strong technical quality. Recurring issues are identified and addressed through validated corrective actions, reducing repeat cases and customer impact. Technical Support Engineers apply stronger diagnostic practices, escalati