Magnet Forensics

Technical Support Engineer - Canada

Apply Now

Job Description

Role Summary:
The Technical Support Engineer provides frontline technical support to customers using the mobile access and extraction suite of Magnet products. Through a combination of chat, email, web, and phone channels, this position works directly with Magnet’s private and public sector customers to deliver world-class technical support.

This position reports to the Manager, Technical Support.


Role Responsibilities:
  • Deliver exceptional customer service by responding quickly, thoroughly, and empathetically to sensitive, urgent requests from customers.
  • Maintain meticulous case health, including meeting or exceeding SLAs, timely and thorough issue resolution, and detailed case notes.
  • Work collaboratively with your Technical Support team and cross-functionally with Engineering and Product Management where appropriate to drive resolution to customer-facing issues.
  • Contribute to a customer-facing knowledge base that enables self-serve case resolution.
  • Learn, coach, and share your knowledge and skills with your peers.
  • Provide on-call or holiday coverage outside of standard business hours, if required

    • Qualifications:
  • Post-secondary education in Computer Science, Engineering, or have equivalent experience
  • Strong working knowledge of networking (TCP/IP) and the ability to remotely troubleshoot networking issues to resolution
  • 2+ years’ experience in a technical, customer-facing support role
  • Excellent written and verbal communication skills
  • Strong customer service skills and technical aptitude
  • High degree of resourcefulness, flexibility, and adaptability
  • Highly collaborative within and across teams
  • Strong organizational and critical thinking skills, with an ability to prioritize
  • Experience with Salesforce Service Cloud, Communities, and Knowledge is an asset
  • Familiarity with knowledge-centered support is an asset
  • May be required to work extra hours
  • May be required to travel to meet the responsibilities of the position

  • Nice to Have:
  • GrayKey User Experience Experience with Salesforce Service Cloud, Communities, and Knowledge
  • Familiarity with knowledge-centered remote support

    • The Most Important Thing
  • We’re looking for candidates that can provide examples of how they 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.

    • Compensation & Benefits
  • The Compensation Range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

  • Compensation Range:
  • MIN: $76,300 - MID: $109,000 - MAX: $130,800 - Currency: CAD

  • Magnet is proud to offer benefits such as:
  • Generous time off policies
  • Competitive compensation
  • Volunteer opportunities
  • Reward and recognition programs 
  • Employee committees & resource groups
  • Healthcare and retirement benefits

    • Apply Now
    Job Summary

    Technical Support Engineer L2/L3

    Команда Київстар.Тех у пошуку нового колеги або коліжанки на роль інженера технічної підтримки L2/L3Про нас  Kyivstar.Tech – українська гібридна ІТ-компанія, резидент Дія

    • Remote Ukraine
    • 9 days ago

    German Customer Support Specialist

    As a Customer Support Specialist, you will work directly with HubSpot customers across phone, chat, and web channels to resolve product-related queries as a trusted advis

    • Remote Ireland
    • 9 days ago

    Senior Technical Support Engineer Tier 3 (Saas Platform)

    We are looking for a Senior Technical Customer Support Engineer who thrives in a fast-paced environment, enjoys solving complex technical challenges, and has the ability

    • Senior
    • Remote Ireland
    • 7 days ago

    Customer Support Specialist

    Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to har

    • Remote Mexico
    • 9 days ago