Magnet Forensics is a global leader in digital investigative software, providing tools to acquire, analyze, and share evidence from computers, smartphones, tablets, and IoT devices. With thousands of customers worldwide, Magnet Forensics supports law enforcement, corporations, and government agencies in modernizing digital investigations and protecting assets.

Location

Canada • Remote

Role Overview

Magnet Forensics is seeking a Technical Support Engineer to provide high-level, customer-focused support for its digital forensics tools. The role involves assisting customers ranging from local law enforcement to multinational corporations, collaborating with internal engineering and product teams, and contributing to world-class technical support and product improvement.

Key Responsibilities

• Deliver exceptional customer service through ticketing and live chat systems.

• Troubleshoot issues using internal documentation, historical tickets, and customer context.

• Identify and escalate sensitive or urgent cases.

• Partner with internal teams to support customers and update procedural documentation.

Qualifications

• Post-secondary education in Computer Science, Engineering, or equivalent industry experience.

• Knowledge of digital forensics and/or Magnet Forensics products (beneficial).

• Experience in customer-facing support roles for cloud-based or server-based software.

• Strong verbal and written communication skills.