Senior Technical Delivery Engineer – West Coast (United States)

Magnet Forensics is a global leader in the development of digital investigative software that helps protect companies and communities. The Senior Technical Delivery Engineer will lead complex customer onboarding engagements and drive strategic adoption initiatives while serving as a technical and customer success subject matter expert.

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
• Troubleshoot and resolve intermediate technical issues related to product usage
• Assist in the delivery and implementation of customer-facing product documentation

Requirements:

• Candidates must currently reside on the West Coast of The United States
• Candidates must hold United States citizenship
• 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
• Ability to prioritize and manage multiple customer engagements simultaneously
• Passion for technology and helping customers succeed
• Travel: 25% travel required for customer-engagements and conferences
• Experience with Golang, Python, or any other development languages