{"id":3175581,"url":"https://alion.io/job/magnet-forensics-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":1873,"name":"Magnet Forensics","domain":"magnetforensics.com","url":"https://alion.io/company/magnet-forensics","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"GMT","utc_offset_min":0,"utc_offset_max":0},"hiring_geo_confidence":"explicit","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":["GB"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":90000,"period":"year","method":"role_seniority_country_cell","sample_n":11},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-10-23T18:45:01Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T18:23:20Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Overview\nThe 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.\nThis 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.\nWhat You’ll Do\nOwn resolution of escalated, high-severity, or cross-system customer issues, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.\nLead 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.\nProvide senior technical leadership during customer-impacting incidents and contribute to post-incident reviews, including timelines, root-cause findings, corrective actions, and recommendations.\nProvide technical guidance and coaching to Technical Support Engineers during complex investigations, escalations, and incident response.\nRepresent customer impact in defect triage and product feedback forums by providing clear evidence, use cases, severity context, and recommended priorities.\nDefine and improve support playbooks, escalation paths, and diagnostic standards.\nCreate and maintain reusable technical guidance, diagnostic procedures, and knowledge articles, and apply that content to new-hire onboarding and ongoing team development.\nWhat We’re Looking For\nPost-secondary education in Computer Science, Engineering, or equivalent practical experience.\n5+ years of experience investigating complex technical issues in enterprise software support, systems engineering, digital forensics, or a related technical environment.\nDemonstrated ability to explain complex technical issues clearly to technical and non-technical audiences, including customers experiencing high-impact or sensitive issues.\nStrong incident management, root cause analysis, and cross-functional leadership skills.\nDemonstrated experience coaching technical support professionals and developing or improving diagnostic practices, escalation standards, or support procedures.\nWhat Success Looks Like\nHigh-impact and sensitive customer issues are resolved in a timely manner, with clear communication and strong technical quality.\nRecurring issues are identified and addressed through validated corrective actions, reducing repeat cases and customer impact.\nTechnical Support Engineers apply stronger diagnostic practices, escalation standards, and technical guidance during complex investigations.\nCustomer impact is translated into actionable product feedback that contributes to improved product quality and support effectiveness.\nPreferred Qualifications\nAdvanced experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.\nProfessional fluency in written and spoken Arabic to support Arabic-speaking customers.\nIndustry-recognized AI, Cloud, or networking certifications and introductory programming experience.\nExperience with Salesforce Service Cloud, Experience Cloud, and Knowledge.\nWorking Conditions\nThis 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.\nThis is a remote role based in the United Kingdom.\nThe position involves extended periods of computer-based work.\nOccasional work outside standard hours may be required to address critical customer issues.\nOccasional travel may be required for customer engagements, training, or team meetings.","description_format":"text","description_chars":4044,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"All levels","optional":true}]},"benefits":[],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["National Security","Incident Response","Homeland Security"],"lifecycle":[{"event":"open","at":"2026-10-23T19:53:13Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":55,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/magnet-forensics-senior-technical-support-engineer","json_url":"https://alion.io/job/magnet-forensics-senior-technical-support-engineer.json","meta":{"generated_at":"2026-10-25T19:05:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27151,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1873},"rest":"https://alion.io/mcp/rest/get_company?id=1873"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmagnet-forensics-senior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmagnet-forensics-senior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmagnet-forensics-senior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/magnet-forensics-senior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmagnet-forensics-senior-technical-support-engineer"}]}