Technical Support Engineer
Magnet Forensics
Seattle, WA0–2 yrs37m agovia LinkedIn
This job at a glance
- Who can apply
- New grads and up to 2 years
- Must know
- Troubleshooting
- Nice to have
- SalesforceCRM
- Work
- On-site in Seattle
- Pay
- Not stated by the employer.
- Listed
- Nov 4, 2026 · still open
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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.
Key Responsibilities
- Monitor and respond to incoming customer requests for technical support across all supported channels.
- Gather complete and accurate technical information (e.g., log files, environment details, reproduction steps) to support resolution or escalation.
- Clearly document all customer interactions, troubleshooting steps, and outcomes 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, such as Knowledge Base Articles (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.
Requirements & Tech Stack
- Post-secondary education in Computer Science, Engineering, or 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 escalate effectively.
- Familiarity with CRM and case management tools (Salesforce Service Cloud preferred).
How We Work
- Hybrid-flexible approach: Occasional in-person collaboration (weekly to monthly) for team building and idea generation, with flexibility for remote work.
Indicators of Success
- Candidates who demonstrate acquired skills and experiences are valued.
- Focus on potential for growth and learning within the role.
Magnet CODE
- CARE: Commitment to each other and the mission to make a difference.
- OWN: Accountability for results with integrity, empathy, and respect.
- DEDICATE: Commitment to customer needs and their mission.
- EVOLVE: Continuous innovation and exploration of new ways to work.