Senior Technical Support Engineer

Magnet Forensics

. Lead resolution of escalated, high-severity, or cross-system customer issues .

Posted 10/27/2026full-timeUnited KingdomSenior💰 £70,000 - £80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates deep expertise in technical support and systems engineering, with a strong focus on incident management, root cause analysis, and mentoring. Capable of driving product quality improvements and support scalability through effective collaboration with cross-functional teams.

Highest-signal resume keywords

Advanced Technical SupportRoot Cause AnalysisIncident ManagementSalesforce Service CloudMentoring Engineers

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Systems EngineeringTechnical StandardsProduct Knowledge BaseDefect TriageDiagnostic Standards

Soft Skills

Superior Written CommunicationSuperior Verbal CommunicationCustomer-First MindsetCross-Functional Leadership

Tools & Technologies

Salesforce CommunitiesSalesforce Knowledge

Certifications & Qualifications

Magnet CertificationsAI CertificationsCloud CertificationsNetworking Certifications

Industry Keywords

Technical SupportProduct QualityIncident ResponseEscalation PathsCustomer Impact

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead resolution of escalated, high-severity, or cross-system customer issues
Conduct in-depth root cause analysis and drive permanent fixes with Engineering
Participate in incident response and post-incident reviews, including documentation and recommendations
Act as a technical authority and mentor for Technical Support Engineers
Identify patterns and systemic issues to reduce future case volume and customer impact
Represent the customer voice through defect triage, VoC forums, and product feedback loops
Define and improve support playbooks, escalation paths, and diagnostic standards
Build and maintain the team’s product knowledge base and contribute to new hire onboarding
Make risk-informed decisions balancing customer impact, technical complexity, and business context
Operate with broad autonomy and influence across teams
Improve support scalability and product quality at organizational and strategic levels
Partner with Engineering, Product Management, and Leadership to improve product quality and support effectiveness
Report to the Manager, Technical Support

Requirements

What you’ll need

Post-secondary education in Computer Science, Engineering, or equivalent experience
5+ years’ experience in advanced technical support, systems engineering, or a related field
Deep expertise in supported products, integrations, and system architecture, evidenced by 2+ Magnet certifications or equivalent industry experience
Superior written and verbal communication skills with a customer-first mindset
Strong incident management, root cause analysis, and cross-functional leadership skills
Experience mentoring engineers and setting technical standards
Experience with Salesforce Service Cloud, Communities, and Knowledge
Industry-recognized AI, Cloud, or networking certifications and introductory programming experience preferred
Background check required for employment
US work authorization verification applies to US applicants

Benefits

Comp & perks

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 and accessible recruitment process
Background check conducted in accordance with applicable laws