Senior Customer Delivery Specialist - West Coast (United States)

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. Role Overview The Senior Customer Delivery Specialist is a senior customer‑facing role within the Technical Delivery team. You will lead complex customer onboarding engagements, drive strategic adoption initiatives with management, and serve as a technical and customer success subject matter expert. You will guide and mentor the Technical Delivery team and help implement best practices to ensure successful customer adoption and product growth. 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. Act as a 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. in Computer Science or an 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. 25% travel required for customer‑engagements and conferences. Nice to Have Skills Experience with Golang, Python, or any other development languages. Compensation & Benefits $115,000 – $165,000 (USD) per year. Generous time off policies Competitive compensation Volunteer opportunities Reward and recognition programs Employee committees & resource groups Healthcare and retirement benefits Equal Opportunity Employer 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 in accordance with applicable laws. Magnet will consider each position’s job duties, among other factors, in determining what constitutes satisfactory completion of the background check. 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. #J-18808-Ljbffr