This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Diagnose and resolve intricate customer issues that require extensive technical investigation.

• Take ownership of complex support cases from the initial investigation through to resolution.

• Ensure clear and prompt communication with customers.

• Reproduce customer issues by utilizing test environments, logs, APIs, or diagnostic tools.

• Collaborate with Engineering, Product Management, and internal teams regarding defects and escalated matters.

• Create and update both internal and customer-facing knowledge base articles.

• Onboard and mentor Technical Support Engineers.

• Identify trends, recurring issues, and potential risks, providing insights to leadership.

• Suggest enhancements to processes, tools, and product functionality.

• Serve as a subject matter expert for specific product features or technical domains.

• Report directly to the Manager of Customer Success while receiving functional direction from the Director of Technical Support.

⛳️ Requirements

• Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.

• Over 3 years of experience in a technical, customer-facing support role.

• Exceptional verbal and written communication skills with a customer-first approach.

• Strong troubleshooting skills across systems, integrations, logs, and workflows.

• Proven ability to balance customer experience with technical rigor.

• Experience with Magnet Forensics products or similar digital forensics platforms is preferred.

• Professional fluency in written and spoken Arabic is preferred.

• Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge is preferred.

• Successful completion of a background check is required.

• Authorization to work in the United States is required for US applicants.

🏝️ Benefits

• Generous time off policies.

• Competitive compensation.

• Volunteer opportunities.

• Reward and recognition programs.

• Employee committees & resource groups.

• Healthcare and retirement benefits.

• Learning and development support.

• Inclusive, accessible recruitment process.

• Accommodation available throughout the hiring process.