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# Technical Support Engineer

- **Company:** Magnet Forensics
- **Location:** Los Angeles, CA, United States (Remote available)
- **Experience:** Starter
- **Salary:** $74,000 - $100,000
- **Contract:** Permanent contract
- **Skills:** Log Files, Salesforce.Com, Software Engineering, Bug Reporting, Information Technology
- **Published:** November 8, 2026
- **Apply:** https://www.careerbuilder.com/job-details/technical-support-engineer-los-angeles-ca--4205ea69-04f1-424c-8ab3-b461648b01fa

## About the Role

Technical Support, Technical Support, Analysis Skills, Forensic Science, Internet of Things, Smartphones, Software Development, Identify Issues, Customer Support/Service, Time Management, * Post-secondary education in Computer Science, Engineering, or have 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).

## Description

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.

This position reports to the Manager, Technical Support.

What You'll Do

 * Monitor and respond to incoming customer requests for technical support across all supported channels.
 * Gather complete and accurate technical information (log files, environment details, reproduction steps, and more) to support resolution or escalation.
 * Clearly document all customer interactions, troubleshooting steps, and outcome 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, for example, 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.