{"id":3175582,"url":"https://alion.io/job/magnet-forensics-technical-support-engineer-2","title":"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":"middle","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":36000,"max_usd":85000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-23T18:33:14Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T14:27:13Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Role Overview\nThe Technical Support Engineer is an advanced individual contributor responsible for diagnosing and resolving complex customer issues that require deep technical investigation. The role owns support cases through resolution, strengthens team capability through mentoring and knowledge creation, and identifies recurring issues that can inform improvements to support processes, tooling, and product functionality.\nThis position reports directly to the Manager, Customer Success and receives functional direction from the Director, Technical Support.\nWhat You’ll Do\nOwn complex cases from initial investigation through resolution, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.\nDiagnose and resolve complex customer issues that lack documented solutions or require deeper investigation.\nReproduce customer issues using test environments, logs, APIs, or diagnostic tools.\nCollaborate with Engineering, Product Management, and other internal teams to investigate defects, communicate customer impact, and support resolution of escalated issues.\nCreate and update internal and customer-facing knowledge base articles.\nOnboard and mentor Technical Support Engineers, providing technical guidance on complex cases and investigative methods.\nIdentify trends, recurring issues, and potential risks, and surface insights to leadership.\nRecommend improvements to processes, tools, and product functionality.\nAct as subject matter expert for specific product features or technical domains.\nWhat We’re Looking For\nPost-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.\n3+ years of experience in a technical, customer-facing support role.\nExcellent verbal and written communication skills with a customer-first mindset.\nStrong troubleshooting skills across systems, integrations, logs, and workflows.\nDemonstrated ability to balance customer experience with technical rigor.\nWhat Success Looks Like\nCustomers have confidence in the support experience, even when issues are complex or take time to resolve.\nHigh-impact cases progress with clear ownership, sound judgment, and appropriate urgency, without sacrificing the quality of the outcome.\nInsights from support lead to fewer repeat issues and meaningful improvements in the customer experience, team practices, and product.\nOther team members become more confident and self-sufficient when handling technically demanding cases.\nPreferred Qualifications\nExperience 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.\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":3373,"description_truncated":false,"requirements":{"experience_years_min":3,"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-technical-support-engineer-2","json_url":"https://alion.io/job/magnet-forensics-technical-support-engineer-2.json","meta":{"generated_at":"2026-10-25T14:51:20Z","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":21397,"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-technical-support-engineer-2"},{"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-technical-support-engineer-2"},{"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-technical-support-engineer-2"},{"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-technical-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmagnet-forensics-technical-support-engineer-2"}]}