Who We Are; What We Do; Where We’re Going
Magnet Forensics is a global leader in creating digital investigation software that collects, analyzes, and shares evidence from computers, mobile devices, and IoT technologies. We innovate continually so our customers can use powerful, effective tools to protect their organizations, communities, and nations.

Serving thousands of customers worldwide, our solutions help modernize digital investigations and support investigators in combating crime, safeguarding assets, and defending national security.

With team members located across the globe, Magnet Forensics is steadily expanding its international footprint. When you join Magnet, you can expect to make an impact no matter your role. You’ll have opportunities for learning and development, supported by an exceptional team known for its talent and integrity.

If you believe you’re the right fit for our mission, we’d love to hear from you.

Role Summary
The Technical Support Engineer, Platform provides advanced support to customers using Magnet’s SaaS and on‑premises platform solutions, including Magnet One, Magnet Automate, and Magnet Review. In this role, you’ll work directly with customers and internal teams such as Engineering, Sales Engineering, Sales, and Product Management to deliver outstanding technical support.

What You’ll Do
• Provide outstanding customer service by responding quickly and thoroughly to sensitive or urgent issues through ticketing systems and calls, escalating when needed.
• Maintain strong account health through effective case management, troubleshooting, and adjusting solutions based on customer context and past documentation.
• Work closely with Engineering, Product Management, Sales, and Customer Success to resolve issues, recommend improvements, and meet service-level targets.
• Develop and maintain a customer-facing knowledge base to support self-service and share updated procedures.
• Continuously learn, mentor peers, and share expertise to support team growth and strengthen problem-solving.

What We’re Looking For
• Post-secondary education in IT, Computer Science, Engineering, or related experience, with at least 3 years in advanced technical support, including support for cloud or server-based products.
• Strong written and verbal communication skills and the ability to engage effectively with customers, leaders, and stakeholders.
• Excellent customer service with strong attention to detail in all interactions and investigations.
• A passion for understanding customer challenges and developing creative solutions.
• Strong familiarity with CRM and ticketing platforms, especially Salesforce and Service Cloud.
• High adaptability, resourcefulness, and a self-starter mindset with excellent problem-solving skills.
• Technical aptitude for learning new tools and third-party technologies such as Linux, Windows, Kubernetes, databases, SSO/SAML, API, SSL/TLS, and more.
• Understanding of Agile frameworks and tools like Jira, GitHub, or Azure DevOps.
• Hands-on experience with cloud or server technologies, including networking, virtualization, security, user policies, cloud computing, and container/VM management in AWS or Azure.
• Knowledge of digital forensics or investigations is an asset.
• Willingness to travel as required.

Compensation & Benefits
The compensation range applies to the primary posting location. Actual pay may vary by location and factors such as experience, qualifications, and skills. If you apply from outside the primary location and are selected for an interview, the Talent Acquisition Partner will provide more details. If the role includes an incentive component, the range reflects total target compensation.

100,000 – 120,000 CAD per year

Position Type: New Position

Magnet offers benefits including:
• Generous time-off policies
• Competitive compensation
• Volunteer opportunities
• Recognition programs
• Employee committees and resource groups
• Health and retirement benefits

Indicators of Success
We are looking for candidates who demonstrate strong indicators of success through their skills and experiences, even if they don’t check off every requirement. We want to support your growth and learn from you as you learn from us.

How We Work
Magnet Forensics follows a hybrid-flexible model to support productivity and work-life balance. If you live within a reasonable distance of one of our offices, you’ll occasionally join us in person—frequency depends on team needs and ranges from weekly to monthly. These sessions help build connections, spark creativity, and celebrate achievements. Most days, you can choose the environment that works best for you while staying aligned with team goals.

We look forward to welcoming you and accomplishing great things together—whether in the office or wherever you work best.

The Most Important Thing
We seek candidates who can demonstrate how they embody Magnet CODE:

CARE – We care deeply about one another and our mission to make a positive impact.
OWN – We take responsibility for our results and always act with integrity, empathy, and respect.
DEDICATE – We are committed to meeting customer needs and supporting those they protect.
EVOLVE – We consistently innovate and look for new ways to collaborate and elevate our impact.

Magnet Forensics is committed to continuous learning and building a diverse, inclusive team. If you’re interested but don’t meet every qualification, we encourage you to apply.

Magnet Forensics is an Equal Opportunity Employer and considers all applicants without discrimination. We are dedicated to an inclusive, accessible hiring process, and accommodations are available upon request at aoda@magnetforensics.com.

All employment offers depend on completing a background check in compliance with applicable laws. Checks vary by role, and refusal may result in withdrawal of an offer.

US Applicants: Magnet Forensics participates in E‑Verify and will use your Form I‑9 information to confirm your authorization to work in the United States.

Magnet Forensics manages applicant data according to its Recruitment Privacy Policy, available at the provided link.