What You’ll Do
Own complex cases from initial investigation through resolution, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.
Diagnose and resolve complex customer issues that lack documented solutions or require deeper investigation.
Reproduce customer issues using test environments, logs, APIs, or diagnostic tools.
Collaborate with Engineering, Product Management, and other internal teams to investigate defects, communicate customer impact, and support resolution of escalated issues.
Create and update internal and customer-facing knowledge base articles.
Onboard and mentor Technical Support Engineers, providing technical guidance on complex cases and investigative methods.
Identify trends, recurring issues, and potential risks, and surface insights to leadership.
Recommend improvements to processes, tools, and product functionality.
- Act as subject matter expert for specific product features or technical domains.
- What We’re Looking For
- Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.
3+ years of experience in a technical, customer-facing support role.
Excellent verbal and written communication skills with a customer-first mindset.
Strong troubleshooting skills across systems, integrations, logs, and workflows.
- Demonstrated ability to balance customer experience with technical rigor.
- What Success Looks Like
- Customers have confidence in the support experience, even when issues are complex or take time to resolve.
High-impact cases progress with clear ownership, sound judgment, and appropriate urgency, without sacrificing the quality of the outcome.
Insights from support lead to fewer repeat issues and meaningful improvements in the customer experience, team practices, and product.
- Other team members become more confident and self-sufficient when handling technically demanding cases.
- Preferred Qualifications
- Experience with Magnet Forensics products or comparable digital forensics platforms. Successful candidates may be required to complete relevant Magnet certifications after hire.
Professional fluency in written and spoken Arabic to support Arabic-speaking customers.
- Experience with Salesforce Service Cloud, Experience Cloud, and Knowledge.
- Working Conditions
- This role follows a Sunday-to-Thursday work week, with standard working hours of 9 am to 5 pm Arabia Standard Time. Corresponding UK working hours vary between GMT and BST due to seasonal clock changes.
This is a remote role based in the United Kingdom.
The position involves extended periods of computer-based work.
Occasional work outside standard hours may be required to address critical customer issues.
Occasional travel may be required for customer engagements, training, or team meetings.
