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For Companies At a Glance
- Tasks: Lead resolution of complex customer issues and mentor fellow engineers.
- Company: Join a forward-thinking tech company focused on innovation and support excellence.
- Benefits: Competitive salary, generous time off, and healthcare benefits.
- Other info: Inclusive workplace with opportunities for professional growth and community involvement.
- 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 ÂŁ 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 for the primary location is £46,900–£80,400 per year (GBP). Actual compensation may vary based on location and experience.
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
Equal Opportunity & Non-Discrimination Statement
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.
Senior Technical Support Engineer - United Kingdom employer: Magnet Forensics
Contact Detail:
Magnet Forensics Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Technical Support Engineer - United Kingdom
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common technical support scenarios. Think about how you'd handle high-severity issues and be ready to showcase your problem-solving skills. We want to see you shine!
✨Tip Number 3
Show off your expertise! Create a portfolio or a blog where you share insights on technical challenges you've tackled. This not only highlights your skills but also demonstrates your passion for the field.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Technical Support Engineer - United Kingdom
Some tips for your application 🫡
Show Off Your Expertise: When you're writing your application, make sure to highlight your technical skills and experience. We want to see how you've tackled complex issues in the past, so don’t hold back on those examples!
Tailor Your Application: Make your application stand out by tailoring it to the role. Use keywords from the job description and show us how your background aligns with what we're looking for. This helps us see you as a perfect fit!
Be Clear and Concise: We appreciate clear communication, so keep your application straightforward. Avoid jargon unless it's relevant, and make sure your points are easy to understand. This will help us get a good sense of your communication skills.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Magnet Forensics
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to the products and systems you'll be supporting. Familiarise yourself with common issues and their resolutions, as well as any recent updates or changes in the technology. This will help you demonstrate your expertise and confidence during the interview.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples of complex customer issues you've resolved in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will not only highlight your technical skills but also your ability to think critically and lead problem resolution effectively.
✨Communicate Clearly
Since this role requires superior written and verbal communication skills, practice explaining technical concepts in simple terms. You might be asked to describe a complex issue to someone without a technical background, so being clear and concise is key. Consider doing mock interviews with a friend to refine your delivery.
✨Be a Team Player
Emphasise your experience in mentoring others and working collaboratively across teams. Share examples of how you've contributed to team success or improved processes. This will show that you not only have the technical chops but also the interpersonal skills needed to thrive in a collaborative environment.