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 live 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.

NOTE: The Candidate must reside in The United Kingdom.

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.

2+ years’ experience in a technical, customer-facing support role – remote or in person.

Excellent written and verbal communication skills.

Strong customer service skills and technical aptitude.

Strong working knowledge of networking (TCP/IP) and the ability to remotely troubleshoot networking issues to resolution.

High degree of resourcefulness, flexibility, and adaptability.

Highly collaborative within and across teams.

Strong organizational and critical thinking skills, with an ability to prioritize.

Nice To Have:

GrayKey User Experience.

Experience with Salesforce Service Cloud, Communities, and Knowledge.

Familiarity with knowledge-centered remote support.

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: $40,000 - MID: $50,000 - MAX: $60,000 GBP

Magnet Forensics 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.

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