Who We Are; What We Do; Where We’re GoingMagnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes and shares evidence from computers, smartphones, tablets and other IoT related devices. We are continually innovating so that our customers can deploy advanced and effective tools to protect their companies, communities and countries.Headquartered out of Waterloo, Ontario, Canada, with over 400 employees globally, Magnet is continuing to expand and grow. Where we are today, is not where we will be tomorrow.Our Mission is to impact people’s lives by uncovering the truth and empowering others to make a difference. We do this by equipping examiners and investigators with the best digital forensics tools available, so they can accomplish their mission: Fighting crime. Protecting company assets. Guarding national security.How we work:We are a dynamic team who are passionate about the work we do. We are inspired because our work makes a difference and there is a shared sense of purpose in our culture.We work in multi-functional teams to regularly experiment, iterate, and deliver on new goals, pushing the boundaries in everything we do to bring elite digital forensics tools to law enforcement, government agencies, and corporations.What we are looking for:We’re looking for a driven, hands-on, and customer-obsessed technical support engineer to form the foundation of the team that will be supporting our new Magnet Digital Investigation Suite line of products. This role works directly with customers as well as with internal teams, including engineering, professional services, and product management to provide world-class technical support to our customers.What You Will Accomplish· Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers· Maintain overall account health, including case handling, for your portfolio of accounts· Partner with the Professional Services team to help support and document implementations at client sites· Participate in customer transition from the Professional Services team upon completion of the statement of work· Work collaboratively with Engineering, Professional Services, and Product Management to drive resolution to customer-facing issues and help identify enhancements to the product· Contribute to a customer-facing knowledge base that enables self-serve case resolution· Learn, coach, and share your knowledge and skills with your peers· Able to provide on-call coverage outside of standard business hours What We Are Looking ForWe’re looking for someone who checks off most, but not all, of the boxes. It’s more important to us to find a candidate who can display indicators of success through skills they have developed and experience they have been a part of, than to find folks who have “been there, done that”. We want to be a part of your development journey, and we’ll learn as much from you as you learn from us. There are a few must haves, but we will keep that list short:· Post-secondary education in Computer Science, Engineering, or have equivalent relevant experience· 5 years’ experience in a customer-facing enterprise support role, including supporting administrators of cloud-based or server-based products· You have meaningful hands-on experience with at least three of: o Network and server configuration o Virtualization o Cloud computing o Web/cloud security o Container management· Excellent verbal and written communication skills· Strong customer service skills and technical aptitude· High degree of resourcefulness, flexibility, and adaptability· Strong problem-solving skills and ability to prioritize workThe Most Important ThingWe’re looking for candidates that can provide examples of how they have demonstrated Magnet InteGRITy in their previous experiences:Greater Good – We think beyond our own interests and strive to improve communities around the world. This demonstrates our passion for making a difference in the world.Respect – We hold ourselves accountable through transparent sharing of information and we have faith in each other’s abilitiesInnovation – We lead the industry in excellence and reliability while keeping the user experience simple and relevant. We are not afraid to push the boundaries to stay ahead of our competitors.Teamwork – We collaborate internally and externally, while caring about each other and listening to our customers.Magnet Forensics Inc. is an affirmative action, equal opportunity employer. It is Magnet Forensics policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job. Magnet Forensics does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law. Magnet Forensics encourages applications from all qualified candidates. Magnet Forensics has a great record of accommodating persons with disabilities. Contact our AODA contact at aoda@magnetforensics.com or 519-342-0195, if you need accommodation at any stage of the application process or want more information on our accommodation policies.