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Technical Support Engineer

2 weeks ago

Singapore Magnet Forensics Full time

**Who We Are; What We Do; Where We’re Going**

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.
- Serving over 4,000 customers in over 100 countries, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.
- With employees based around the world, Magnet Forensics has been expanding our global presence with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.
- If you think you would be the right person to join our team working towards this goal, we would love to hear from you

**Role Summary**:
This position reports to the Manager, Technical Support.

**Role Responsibilities**:
- Deliver exceptional customer service by responding quickly, thoroughly, and empathetically to sensitive, urgent requests from customers.
- Maintain meticulous case health, including meeting or exceeding SLAs, timely and thorough issue resolution, and detailed case notes.
- Work collaboratively with your Technical Support team and cross-functionally with Engineering and Product Management where appropriate to drive resolution to customer-facing issues.
- Contribute to a customer-facing knowledge base that enables self-serve case resolution.
- Learn, coach, and share your knowledge and skills with your peers.
- Provide on-call or holiday coverage outside of standard business hours, if required.

**Qualifications**:
- Post-secondary education in Computer Science, Engineering, or have equivalent experience.
- 2+ years’ experience in a technical, customer-facing support role - remote or in person.
- Excellent written and verbal communication skills.
- Strong customer service skills and technical aptitude.
- Strong working knowledge of networking (TCP/IP) and the ability to remotely troubleshoot networking issues to resolution.
- High degree of resourcefulness, flexibility, and adaptability.
- Highly collaborative within and across teams.
- Strong organizational and critical thinking skills, with an ability to prioritize.

**Nice To Have**:
- GrayKey User experience.
- Experience with Salesforce Service Cloud, Communities, and Knowledge.
- Familiarity with knowledge-centered remote support.
- Fluency (Reading, Writing, and Speaking) in Hokkien.

**Compensation & Benefits**:
- **Compensation Range**:
MIN: $61,600 - MID: $77,000 - MAX: $92,400 SGD**The Most Important Thing**

**CARE** - We care about each other and our mission to make a difference in the world.

**OWN**- We are accountable for our results - while never forgetting to act with integrity, empathy, and respect.

**DEDICATE** - We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.

**EVOLVE** - We are constantly innovating and exploring new ways to work together to make an impact with our work.- _
- All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment._

**US Applicants**:Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.