Senior Technical Support Engineer

Role Overview

The Senior Technical Support Engineer is a technical escalation point for complex, high-impact, and sensitive customer issues. This role leads systemic problem management, develops technical capability across the Support team, and partners with Engineering and Product Management to reduce recurring issues, improve product quality, and strengthen support effectiveness.

This is a senior individual contributor role with technical leadership responsibilities and no direct reports. This position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.

What You’ll Do

• Own resolution of escalated, high-severity, or cross-system customer issues, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.
• Lead root-cause and trend analysis for complex or recurring issues, quantify customer and support impact, and partner with Engineering to implement and validate corrective actions that reduce repeat cases.
• Provide senior technical leadership during customer-impacting incidents and contribute to post-incident reviews, including timelines, root-cause findings, corrective actions, and recommendations.
• Provide technical guidance and coaching to Technical Support Engineers during complex investigations, escalations, and incident response.
• Represent customer impact in defect triage and product feedback forums by providing clear evidence, use cases, severity context, and recommended priorities.
• Define and improve support playbooks, escalation paths, and diagnostic standards.
• Create and maintain reusable technical guidance, diagnostic procedures, and knowledge articles, and apply that content to new-hire onboarding and ongoing team development.

What We’re Looking For

• Post-secondary education in Computer Science, Engineering, or equivalent practical experience.
• 5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment.
• Demonstrated ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues.
• Strong incident management, root cause analysis, and cross-functional leadership skills.
• Demonstrated experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures.

What Success Looks Like

• High-impact and sensitive customer issues are resolved in a timely manner, with clear communication and strong technical quality.
• Recurring issues are identified and addressed through validated corrective actions, reducing repeat cases and customer impact.
• Technical Support Engineers apply stronger diagnostic practices, escalation standards, and technical guidance during complex investigations.
• Customer impact is translated into actionable product feedback that contributes to improved product quality and support effectiveness.

Preferred Qualifications

• Advanced experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.
• Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
• Industry-recognized AI, Cloud, or networking certifications and introductory programming experience.
• Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.

Working Conditions

• This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.
• This is a remote role based in the United Kingdom.
• The position involves extended periods of computer-based work.
• Occasional work outside standard hours may be required to address critical customer issues.
• Occasional travel may be required for customer engagements, training, or team meetings.