Customer Success Escalation Lead – Onboarding - United States

3–5 years of experience working with computer, mobile, and cloud-based software solutions in technical or investigative environments.

Hands-on experience with digital forensics tools such as AXIOM, FTK, EnCase, XRY, GrayKey, Magnet Witness, Griffeye, VeraKey, Cellebrite, Oxygen, or similar technologies.

Strong understanding of digital forensics workflow, artifact categories, and industry challenges.

Experience supporting or assisting with deployments of forensic or investigative tools in customer environments.

Highly collaborative, customer-focused, and comfortable working as part of a broader Customer Success organization.

Experience supporting multimedia investigations is a plus.

Execute technical onboarding activities for new and expanding customers, including product setup, configuration, and initial workflow validation, often on-site.

Guide customers through early adoption milestones to ensure successful first use and confidence with Magnet products.

Support customers by collaboratively drafting tailored SOPs for their bespoke workflows.

Support customers during the critical post-purchase phase to accelerate time-to-value and adoption.

Serve as a technical onboarding resource for Customer Success Managers and customers, providing guidance on product functionality, workflows, and best practices.

Deliver product walkthroughs, onboarding sessions, and targeted technical demonstrations tailored to customer environments.

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!