Who We Are; What We Do; Where We’re Going

Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related devices. We are continually innovating so our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you

Role Overview

The Technical Support Engineer provides first-level technical support to customers across various channels including chat, email, web, and phone. This role focuses on basic troubleshooting, accurate information-gathering, resolution of common issues, and timely escalation of complex issues.

This position reports to the Manager, Technical Support.

What You’ll Do

- Monitor and respond to incoming customer requests for technical support across all supported channels.
- Gather complete and accurate technical information (log files, environment details, reproduction steps, and more) to support resolution or escalation.
- Clearly document all customer interactions,



troubleshooting steps, and outcome in the case management system.
- Guide customers to relevant self-service resources and redirect non-support requests to appropriate internal teams.
- Identify opportunities or gaps in self-service content, for example, KBAs.
- Escalate cases that exceed defined scope or knowledge level, ensuring all required context is provided.
- Meet individual performance targets related to case volume, SLA adherence, and customer satisfaction.

What We’re Looking For

- Post-secondary education in Computer Science, Engineering, or have 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 explain effectively.
- Familiarity with CRM and case management tools (Salesforce Service Cloud preferred).

Scope & Accountability

- Direct ownership of individual customer cases within defined playbook and procedures.
- Decisions are guided by documented standards and team support.
- Impact is primarily at the individual customer interaction level.

Compensation & Benefits

The Compensation range is for the primary location for which the job is posted.



Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you.

If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

$74,000 - $100,000 (CDN) a year

$75,000 - $90,000 (USD) a year

Salary range (min - max)

Position Type: Current Vacancy

- - Generous time off policies
- - Competitive compensation
- - Volunteer opportunities
- - Reward and recognition programs
- - Employee committees & resource groups
- - Healthcare and retirement benefits

Indicators of Success

We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more significant to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have “been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us.

How We Work

At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build strong

📌 Technical Support Engineer (Vancouver)
🏢 Magnet Forensics
📍 Vancouver