At a Glance
- Tasks: Lead resolution of complex customer issues and mentor fellow engineers.
- Company: Join Magnet Forensics, a leader in tech innovation and support.
- Benefits: Enjoy competitive pay, generous time off, and healthcare benefits.
- Other info: Inclusive workplace with excellent career growth and volunteer opportunities.
- Why this job: Make a real impact by improving product quality and customer satisfaction.
- Qualifications: 5+ years in technical support with strong communication and leadership skills.
The predicted salary is between 46900 - 80400 £ per year.
The Senior Technical Support Engineer provides the highest level of technical expertise, leading resolution of complex, high-impact, or sensitive customer issues. This role drives systemic problem management, mentors across levels, and partners closely with Engineering, Product Management, and Leadership to improve product quality and support effectiveness. This position reports to the Manager, Technical Support.
What You’ll Do
- Own and lead resolution of escalated, high-severity, or cross-system customer issues.
- Conduct in-depth root cause analysis and drive permanent fixes in partnership with Engineering.
- Participate in incident response and post-incident reviews, including documentation and recommendations.
- Act as a technical authority and mentor for other Technical Support Engineers.
- Identify patterns and systemic issues, reducing future case volume and customer impact.
- Represent the voice of the customer through defect triage, VoC forums, and product feedback loops.
- Define and improve support playbooks, escalation paths, and diagnostic standards.
- Share product expertise by building and maintaining the team’s product knowledge base and contributing to new hire onboarding.
Scope & Accountability
- Makes risk-informed decisions that balance customer impact, technical complexity, and business context.
- Operates with broad autonomy and influences across teams.
- Impact is organizational and strategic, improving support scalability and product quality.
What We’re Looking For
- Post-secondary education in Computer Science, Engineering, or equivalent experience.
- 5+ years’ experience in advanced technical support, systems engineering, or a related field.
- Deep expertise in supported products, integrations, and system architecture as evidenced by 2+ Magnet certifications or equivalent industry experience.
- Superior written and verbal communication skills with a customer-first mindset.
- Strong incident management, root cause analysis, and cross-functional leadership skills.
- Experience mentoring engineers and setting technical standards.
- Industry-recognized AI, Cloud, or networking certifications and introductory programming experience preferred.
- Experience with Salesforce Service Cloud, Communities, and Knowledge.
- May be required to travel to meet the responsibilities of the position.
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.
£46,900 Mid £67,000 Max £80,400 (GBP) a year
Magnet is proud to offer benefits such as:
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process.
All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment.
US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Senior Technical Support Engineer – United Kingdom in London employer: Magnet Forensics
Magnet Forensics is an exceptional employer, offering a dynamic work environment where innovation and collaboration thrive. With a strong focus on employee growth, the company provides extensive training opportunities, competitive compensation, and generous time off policies, all while fostering a culture of inclusivity and recognition. Located in the United Kingdom, employees benefit from a supportive community that values their contributions and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer – United Kingdom in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Magnet Forensics. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Magnet Forensics before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Engineer – United Kingdom in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Magnet Forensics:Your cover letter is your chance to shine! Tell us why you want to work at Magnet Forensics specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Magnet Forensics!
How to prepare for a job interview at Magnet Forensics
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
