Jobs at Magnet Forensics

Leads resolution of complex and high-severity technical support issues, performs root cause analysis, coordinates permanent fixes with Engineering, manages incidents, mentors support engineers, improves escalation processes and diagnostic standards, and represents customer needs in product feedback and defect triage.

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.

Drive sales of platform solutions by advising territorial sales teams, developing account strategies, enabling cross-selling, presenting to customers, creating tailored proposals, identifying opportunities, and providing product roadmap feedback. The role requires complex solution-selling expertise, software deployment knowledge, customer and partner relationship development, competitive analysis, English fluency, and Spanish or Italian proficiency. Travel to customer sites, meetings, and industry events may reach 60%.

Drive sales of Magnet Forensics platform solutions by advising sales teams, developing account strategies, supporting cross-selling, presenting solutions, creating proposals, identifying opportunities, managing competitive feedback, and influencing product roadmaps. The role requires expertise in complex software solution sales, deployment, stakeholder management, and digital forensics workflows. Travel to customer sites, internal meetings, and industry events is required up to 60%.

The Vulnerability Researcher will be responsible for developing and enhancing digital forensic software, contributing to innovative solutions for digital investigations, and demonstrating commitment to team goals and customer needs.