Technical Support Analyst - Pacific Standard Time

Who We Are; What We Do; Where We’re Going

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.

Serving over 4,000 customers in over 100 countries, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. 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.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you! 

Role Summary:

The Technical Support Analyst 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.

We are seeking a candidate that lives in the Pacific Standard Time Zone in North America (West Coast) in Canada OR the United States.

• 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 members to drive resolution to customer-facing issues, escalating cases when necessary.
• Contribute to a customer-facing knowledge base that enables self-serve case resolution.
• Provide on-call or holiday coverage outside of standard business hours, if required.

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

• 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.

• 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: $66,200 - MID: $82,700 - MAX: $99,200 Currency: USD

• 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

We’re 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.

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. If you require accommodation, please let our talent team know, or you can email aoda@magnetforensics.com.

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.