Senior Customer Experience Specialist

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! Role Overview: The Senior Customer Delivery Specialist is a senior customer-facing role within the Technical Delivery team. In this position, you will be responsible for leading complex customer onboarding engagements, driving strategic adoption initiatives with management, and service as a technical and customer success subject matter expert. As a Senior Customer Delivery Specialist, you will help guide and mentor the Technical Delivery team and help implement best practices to ensure successful customer adoption and product growth. NOTE 1: Candidates must currently reside on the West Coast of The United States. NOTE 2: Candidates must hold United States citizenship. What You'll Do 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. What We're Looking For 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. Nice To Have Skills Experience with Golang, Python, or any other development languages. Compensation & Benefits 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 Magnet is proud to offer benefits such as: - Generous time off policies - Competitive compensation - Volunteer opportunities - Reward and recognition programs - Employee committees & resource groups - Healthcare and retirement benefits Indicators of Success We’re looking for someone who checks off most, but not all, of the boxes listed in “skills and experiences”. It’s more important to us to find candidates who can display indicators of success through skills they have developed and experiences they have been a part of, than to find folks who have ‘been there, done that”. We want to be part of your development journey, and we’ll learn as much from you as you learn from us. How We Work At Magnet Forensics, we take a hybrid-flexible approach to support your productivity and work-life balance. If you’re within a comfortable travel distance to one of our offices, you’ll occasionally join us in person. How often you’ll come in depends on your department and team needs, typically ranging from weekly to monthly. These in-person moments help us build stronger connections, spark new ideas, and celebrate our successes together. Most days, you can choose what works best for you, while staying in tune with your team’s goals. We’re excited to welcome you to our team and look forward to achieving great things together - both in the office and wherever you work best! The Most Important Thing We’re looking for candidates that can provide examples of how they have demonstrated Magnet CODE in their previous experiences: CARE – We care about each other and our mission to make a difference in the world. OWN – We are accountable for our results – while never forgetting to act with integrity, empathy, and respect. DEDICATE – We put our heart and soul into meeting the needs of our customers and helping them serve the people they protect. EVOLVE – We are constantly innovating and exploring new ways to work together to make an impact with our work. Here at Magnet Forensics, we are committed to continuous learning and are focused on building a diverse and inclusive workforce. This commitment will be reflected in our hiring processes and embedded in our values and how we treat one another. If you’re interested in this role, but do not meet all of the qualifications listed above, we encourage you to apply anyways. Magnet Forensics is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are committed to providing an inclusive, accessible recruitment process and work environment. Accommodation is available to all applicants upon request throughout the hiring process. Please contact [emailprotected] should you require any accommodations. All offers of employment at Magnet are contingent upon satisfactory completion of a background check. All background checks will be conducted in accordance with all applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. Refusal to consent to a background check may be grounds for revoking an offer of employment. US Applicants: Magnet Forensics participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Magnet Forensics handles and uses personal data of job applicants in line with itsRecruitment Privacy Policyfound here .