Technical Support Engineer, Platform – Waterloo / Ontario

<div> <strong>Who We Are; What We Do; Where We’re Going</strong></div> <div>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.</div> <div> </div> <div>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.</div> <div> </div> <div>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. </div> <div> </div> <div>If you think you would be the right person to join our team working towards this goal, we would love to hear from you! </div> <div> <strong>Role Summary</strong></div> <div>The Technical Support Engineer, Platform provides advanced technical support to customers using Magnet’s SaaS and on-premises platform products, including Magnet One, Magnet Automate, and Magnet Review. This role works directly with both customers and with internal teams including Engineering, Global Sales Engineering, Sales, and Product Management to provide world-class technical support to our customers.</div> <div> <strong>What You’ll Do</strong></p> <ul class="posting-requirements plain-list"> <ul> <li>Deliver exceptional customer service by responding promptly and thoroughly to sensitive or urgent requests, using ticketing systems and customer calls, and escalating cases when necessary.</li> <li>Maintain overall account health through effective case handling, troubleshooting, and adapting solutions based on customer context and historical documentation.</li> <li>Collaborate closely with Engineering, Product Management, Sales, and Customer Success teams to resolve customer-facing issues, identify product enhancements, and meet service level agreements.</li> <li>Contribute to and maintain a customer-facing knowledge base to enable self-serve case resolution and share procedural updates.</li> <li>Learn continuously, coach peers, and share expertise to foster team growth and improve problem-solving capabilities.</li> </ul> </ul> </div> <div> <strong>What We’re Looking For</strong></p> <ul class="posting-requirements plain-list"> <ul> <li>Post-secondary education in IT, Computer Science, Engineering, or equivalent relevant industry experience, with at least 3 years in a complex technical support role including supporting administrators of cloud-based or server-based products.</li> <li>Excellent verbal and written communication skills with the ability to effectively communicate and engage with customers at all levels, leadership, and internal/external stakeholders.</li> <li>Superior customer service skills with outstanding attention to detail during interactions and technical investigations. </li> <li>Passion for understanding customers’ challenges and identifying creative solutions to those challenges.</li> <li>Deep understanding of customer relationship management and ticketing systems, especially Salesforce and Service Cloud.</li> <li>High degree of resourcefulness, flexibility, and adaptability. Showing a strong self-starter attitude with excellent problem-solving skills.</li> <li>Strong technical aptitude to learn software tools and other third-party technologies, such as Linux and Windows Systems, Kubernetes, Databases, SSO/SAML, API, SSL/TLS, etc.</li> <li>Understanding of Agile development methodologies, including familiarity with product issue tracking tools, like Jira, and source control tools like GitHub or Azure DevOps.</li> <li>Hands-on expertise with cloud/server products and technologies, such as networking, virtualisation, security and user policies, cloud computing, and container/VM management within Amazon Web Services and/or Microsoft Azure.</li> <li>Knowledge of digital forensics and digital investigation is an asset.</li> <li>May be required to travel to meet the responsibilities of the position.</li> </ul> </ul> </div> <div> <strong>Compensation & Benefits</strong> </div> <div>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 (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable). Ensure this is formatted as “normal” </div> <div> </div> <div> $100,0000 – $120,000 (CAD) a year </div> <div> </div> <div>Salary range (min – max)</div> <div> </div> <div> <strong>Position Type:</strong> New Position</div> <div> <strong>Magnet is proud to offer benefits such as:</strong> </div> <div> </div> <div>– Generous time off policies </div> <div>– Competitive compensation </div> <div>– Volunteer opportunities </div> <div>– Reward and recognition programs </div> <div>– Employee committees & resource groups </div> <div>– Healthcare and retirement benefits </div> <div> <strong>Indicators of Success</strong> </div> <div>We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more important to us to find candidates who can display <strong>indicators of success</strong> through skills they have developed and experiences they have been a part of, than to find folks who have ‘been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us. </div> <div> <strong>How We Work</strong></div> <div>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.</div> <div>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!</div> <div> </div> <div> <strong>The Most Important Thing</strong></div> <div>We’re looking for candidates that can provide examples of how they have demonstrated Magnet <strong>CODE</strong> in their previous experiences: </div> <div> <strong>CARE</strong> – We care about each other and our mission to make a difference in the world. </div> <div> <strong>OWN</strong> – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect. </div> <div> <strong>DEDICATE</strong> – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect. </div> <div> <strong>EVOLVE</strong> – We are constantly innovating and exploring new ways to work together to make an impact with our work.</div> <div>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. </div> <div> </div> <div>Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact <a class="postings-link" href="mailto:aoda@magnetforensics.com">aoda@magnetforensics.com</a> should you require any accommodations.</div> <div>All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.</div> <div> <strong>US Applicants:</strong> Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U. S. </div> <div> <strong>Magnet Forensics handles and uses personal data of job applicants in line with its Recruitment Privacy Policy found</strong> <a href="" target="_blank" rel="noopener noreferrer"> <strong>here</strong></a> <strong>.</strong> </div>