Teams at Magnet Forensics

Owns escalated, high-severity customer issues and leads root-cause analysis, incident response, corrective actions, and customer communication. Provides technical coaching to support engineers, improves escalation paths and diagnostic standards, creates knowledge resources, and partners with Engineering and Product Management to reduce recurring issues and improve product quality.

Own the end-to-end success strategy for a flagship customer, driving adoption, measurable outcomes, value realization, and executive relationships. Coordinate cross-functional teams across support, services, product, engineering, and sales while monitoring customer health and mitigating risks. Lead, coach, and develop two Technical Support Engineers, ensuring technical excellence, issue resolution, and customer-focused engagement.

Own complex technical support cases from investigation through resolution, communicating clearly with customers and collaborating with Engineering and Product teams. Reproduce issues using test environments, logs, APIs, and diagnostic tools; create knowledge articles; mentor support engineers; identify recurring issues; and recommend process, tooling, and product improvements. The role is remote in the UK, supports Arabic-speaking customers, and may require occasional travel or work outside standard hours.