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Magnet Forensics

Technical Support Engineer

Magnet Forensics

. Provide first-level technical support to customers through chat, email, web, and phone .

Posted 11/4/2026full-timeVancouver • CanadaJuniorMid-Level💰 $75,000 - $90,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities by effectively managing customer inquiries through various channels while adhering to performance targets. Proficient in documenting interactions and troubleshooting processes, with a focus on customer satisfaction and continuous improvement of self-service resources.

Highest-signal resume keywords
Technical SupportCustomer CommunicationTroubleshooting ProcessesSalesforce Service CloudCase Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical SupportTroubleshootingCase ManagementLog File AnalysisCustomer Interaction Documentation
Soft Skills
Written CommunicationVerbal CommunicationCustomer-First Mindset
Tools & Technologies
CRM ToolsSalesforce Service Cloud
Industry Keywords
Post-Secondary EducationComputer ScienceEngineeringCustomer SatisfactionSLA Adherence

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • Provide first-level technical support to customers through chat, email, web, and phone
  • Monitor and respond to incoming customer technical support requests
  • Gather technical information including log files, environment details, and reproduction steps
  • Document customer interactions, troubleshooting steps, and outcomes in the case management system
  • Guide customers to relevant self-service resources
  • Redirect non-support requests to appropriate internal teams
  • Identify gaps and opportunities in self-service content such as KBAs
  • Escalate cases beyond defined scope or knowledge level with complete context
  • Meet performance targets for case volume, SLA adherence, and customer satisfaction
  • Own individual customer cases within defined playbooks and procedures
  • Report to the Manager, Technical Support

Requirements

What you’ll need
  • Post-secondary education in Computer Science, Engineering, or equivalent experience
  • 0-2+ years of experience in a technical, customer-facing support role
  • Strong written and verbal communication skills with a customer-first mindset
  • Ability to follow structured troubleshooting processes and escalate effectively
  • Familiarity with CRM and case management tools; Salesforce Service Cloud preferred
  • Candidates must complete a satisfactory background check
  • US applicants must be authorized to work in the U.S. through E-Verify

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