Technical Support Analyst jobs in Normal, IL

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 other IoT related devices. We are continually innovating so that our customers can deploy advanced and effective tools to protect their companies, communities, and countries.

Grayshift and Magnet Forensics have come together as one organization to accelerate innovation and transform digital investigations for our customers. We’re pleased to share that the combined organization is operating as Magnet Forensics.

The combination of mobile, cloud and computer forensics expertise under the Magnet Forensics name underscores our dedication to providing comprehensive, end-to-end DFIR solutions. This includes our commitment to helping with access to modern digital devices lawfully with our renowned product suite. And, our focus on innovating for the DFIR community, along with our shared mission, continues to be the top priority.

Where we are today, is not where we will be tomorrow. 

Role Summary

Magnet Forensics are seeking an experienced, customer focused Technical Support Analyst to join our expanding team.

Reporting to the Technical Support Manager, this is a fully remote role where you will be providing technical customer support for our cutting-edge digital forensics tools. This role is working directly with customers who range from local law enforcement to large multinational corporations on complex issues, as well as with internal teams, including engineering and product management to provide world-class technical support to our customers.

• Deliver exceptional customer service by responding quickly and thoroughly to sensitive, urgent requests from customers using our ticketing and live chat system.
• Use internal documentation and historical tickets to perform relevant troubleshooting with customers whilst adapting based on the customers context.
• Identify frustrated customers and escalate affected cases appropriately
• Partner with the other internal teams to help support our customers
• Work closely with the Customer Success team to meet SLA and customer requirements.
• Excellent problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems, determine root cause and develop solutions

• Post-secondary education in Computer Science or Engineering
• Relevant experience in a customer-facing support role, supporting administrators of cloud-based or server-based products would be beneficial
• Relevant experience from a customer’s perspective when using software and working with a support team would be advantageous.
• Excellent verbal and written communication skills
• Strong customer service skills and technical aptitude
• High degree of resourcefulness, flexibility, and adaptability
• Strong problem-solving skills and ability to prioritize work

• We’re looking for candidates that can provide examples of how they demonstrated Magnet CODE in their previous experiences.

• CARE  -We care about each other and our mission to make a difference in the world.
• OWN  -We are accountable for or results – while never forgetting to act with integrity, empathy, and respect.
• DEDICATE  -We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect.
• EVOLVE  -We are constantly innovating and exploring new ways to work together to make an impact with our work.

We’re committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways.

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. If you require accommodation, please let our talent team know, or you can email aoda@magnetforensics.com.

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.