{"id":3781280,"url":"https://alion.io/job/magnet-forensics-technical-support-engineer-3","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":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, Canada","Calgary, Canada","Las Vegas, United States","Seattle, United States"],"countries":["CA","US"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-04T20:43:29Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T05:00:59Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Overview\nThe Technical Support Engineer provides first-level technical support to customers across various channels including chat, email, web, and phone. This role focuses on basic troubleshooting, accurate information-gathering, resolution of common issues, and timely escalation of complex issues.\nThis position reports to the Manager, Technical Support.\nWhat You’ll Do\nMonitor and respond to incoming customer requests for technical support across all supported channels.\nGather complete and accurate technical information (log files, environment details, reproduction steps, and more) to support resolution or escalation.\nClearly document all customer interactions, troubleshooting steps, and outcome in the case management system.\nGuide customers to relevant self-service resources and redirect non-support requests to appropriate internal teams.\nIdentify opportunities or gaps in self-service content, for example, KBAs.\nEscalate cases that exceed defined scope or knowledge level, ensuring all required context is provided.\nMeet individual performance targets related to case volume, SLA adherence, and customer satisfaction.\nWhat We’re Looking For\nPost-secondary education in Computer Science, Engineering, or have equivalent experience.\n0-2+ years of experience in a technical, customer-facing support role.\nStrong written and verbal communication skills with a customer-first mindset.\nAbility to follow structured troubleshooting processes and escalate effectively.\nFamiliarity with CRM and case management tools (Salesforce Service Cloud preferred).\nScope & Accountability\nDirect ownership of individual customer cases within defined playbook and procedures.\nDecisions are guided by documented standards and team support.\nImpact is primarily at the individual customer interaction 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