Manager, Technical Support Americas (Mobile Access & Extraction)

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 Summary:Magnet Forensics is excited to add onto our team – Manager, Technical Support Americas (Mobile Access & Extraction)!
The Manager, Technical Support Americas leads a team of Technical Support Engineers who are responsible for providing support to customers using the mobile access and extraction suite of Magnet products. This position oversees and implements strategies to improve the customer experience and drives continuous improvement and delivery on the team’s goals.
This position reports to the Director, Technical Support (Mobile Access & Extraction).
NOTE: Candidate must reside in The United States or Canada.

Role Responsibilities:

• Lead a team of Technical Support Engineers in the Americas through regular coaching, 1-1s, performance reviews, recruiting, and related activities.
• Manage the daily operations of the team, including monitoring the open queue.
• Foster a customer-centric approach to support, including meeting or exceeding SLAs, a focus on timely and thorough issue resolution, and professional and empathetic customer interactions.
• Act as the ultimate escalation point for both the team and customers.
• Monitor and address survey feedback, including following up with dissatisfied customers.
• Identify support trends and relay them back to the business.
• Help design quarterly OKRs for your team and report on progress at monthly, quarterly, and annual reviews.
• Respond to incoming support cases, when required, during periods of high demand.

Qualifications:

• Bachelor’s Degree or College Diploma in a communications or technology-related program, or relevant experience.
• 5+ years of experience in a customer-facing support role.
• 3+ years of experience in a people leadership role.
• Excellent written and verbal communication skills.
• Highly collaborative with an ability to influence within and across teams.
• Strong organizational and problem-solving skills.
• Travel: 5%.

Nice To Have:

• Experience with Salesforce Service Cloud, Communities, and Knowledge.
• Familiarity with knowledge-centered support.
• Familiarity with Magnet Graykey.

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 (ie. most Sales roles) the range below represents total target compensation (TTC) (base salary + variable).

Compensation Range:
• MIN: $112,700 - MID: $161,000 - MAX: $193,200 USD
• MIN: $93,800 - MID: $134,000 - MAX: $160,800 CAD

Magnet Forensics 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

The Most Important ThingWe’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 so