Senior Customer Delivery Specialist – West Coast (United States)

Washington (wa)RemoteFull-Timesenior

Other

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Quick Summary

Requirements Summary

New Position

Technical Tools

Other

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

Serving thousands of customers globally, our solutions are playing a crucial role in modernizing digital investigations, helping investigators fight crime, protect assets, and guard national security.

With employees based around the world, Magnet Forensics has been expanding our global presence. As a part of Magnet Forensics, you can expect to make a difference in the world, no matter what role you play. You’ll be supported through learning and development, not to mention an incredible team with unbelievable talent and integrity.

If you think you would be the right person to join our team working towards this goal, we would love to hear from you!

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.

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.

The Compensation range is for the primary location for which the job is posted. Please note that the actual compensation may vary depending on location and job-related factors such as qualifications, experience, knowledge and skills. If you are applying for this role outside of the primary location and you are selected for an interview, the Talent Acquisition Partner can share more information with you. If the compensation structure for the role includes an incentive component (i.e. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

$115,000 - $165,000 (USD) a year

Salary range (min - max)

Position Type: New Position