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About the role
- Senior Technical Delivery Engineer leading customer onboarding and technical success for Magnet Forensics. Driving strategic initiatives and mentoring delivery teams in digital investigative software.
Responsibilities
- Serve as an escalation point for Technical Delivery Specialists and Engineers.
- Identify and communicate product bugs and features as discovered by the customer.
- Lead complex, high-impact onboarding engagements for strategic accounts.
- Serve as a trusted technical advisor for complex workflows and use cases.
- Diagnose and resolve complex technical issues and coordinate with Engineering as needed.
- Design and develop tools for customer consumption as needed.
- Serve as a trusted partner between Product and Engineering to advocate for customer needs and product improvements.
- Mentor Technical Delivery Specialists and Engineers.
- Contribute to strategic initiatives within the Technical Delivery organization.
- Provide enhanced technical support for customer inquiries via ticket and phone calls.
- Lead customer onboarding engagements, including planning, technical setup, and success validation.
- Deliver introductory training sessions and walkthroughs for new customers.
Requirements
- 3-6 years of experience in a customer-facing role (technical support, onboarding, training, or customer success)
- B.S. Computer Science or equivalent field
- Familiarity with Elasticsearch and Kibana
- Basic technical troubleshooting skills and willingness to learn complex software products
- Strong written and verbal communication skills
- Ability to explain technical concepts to non-technical users
- Strong organizational skills and attention to detail
- Ability to manage multiple tasks in a fast-paced environment
- Collaborative mindset and eagerness to learn
- Passion for technology and helping customers succeed
- Travel: 25% travel required for customer-engagements and conferences
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
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