Director, Technical Support – Mobile Access & Extraction at Magnet Forensics

📍 Job Overview

Job Title: Director, Technical Support – Mobile Access & Extraction
Company: Magnet Forensics
Location: Waterloo, Ontario, Canada
Job Type: Full-Time
Category: Customer Support & Experience
Date Posted: 2025-06-23
Experience Level: 10+ years
Remote Status: On-site

🚀 Role Summary

Lead and strategize technical support operations for Magnet's mobile access and extraction products (Graykey and Verakey)
Oversee a global team of regional managers, first line support reps, and escalation engineers to deliver world-class customer support
Collaborate cross-functionally to share customer insights and influence product strategy and customer experience
Ensure operational excellence, meet or exceed service level agreements (SLAs), and foster a customer-centric approach to support

📝 Enhancement Note: This role requires a strong leader with a proven track record in customer support, strategic thinking, and data-driven decision making to drive operational excellence and enhance the customer experience in the mobile access and extraction product line.

💻 Primary Responsibilities

Operational Excellence:
- Oversee technical support operations, including ticket management, resolution, and service levels for the MA&E group
- Optimize resource allocation, staffing, and training to meet customer needs and improve support processes
- Leverage new tools and technology, including AI, to enhance operations and support efficiency
Leadership and Strategy:
- Develop and execute a comprehensive MA&E support strategy that measures quality, standardizes SOPs, and surfaces data and customer insights
- Enable technical support reps with the product knowledge they need to work efficiently and independently
- Lead, mentor, and inspire a talented team of managers and support engineers
- Collaborate with other senior leaders to align MA&E support operations with product strategies and business objectives
Metrics, Reporting, and Planning:
- Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends
- Define and monitor key metrics to ensure product performance and supportability
- Identify product and process improvements that drive customer loyalty and satisfaction throughout the product lifecycle
- Set annual OKRs for the team and report on progress at monthly, quarterly, and annual reviews

📝 Enhancement Note: This role involves a high degree of cross-functional collaboration, strategic planning, and data analysis to continuously improve support operations, enhance the customer experience, and drive business growth.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field (e.g., Computer Science, Business, or a related discipline) or equivalent experience

Experience: 10+ years of experience leading customer-facing support teams, with a proven track record of driving transformational change and operational excellence

Required Skills:

Proven ability to set a clear direction for operational excellence and drive transformational change
Strong collaborator, diplomat, and team player with the ability to be hands-on when required
Demonstrated ability to build, grow, lead, and inspire a team
Strategic thinker with solid problem-solving and decision-making methodologies
Highly collaborative with an ability to influence within and across teams to align on strategic initiatives and challenge the status quo
Exceptional communication skills, with an ability to communicate complex concepts to both technical and non-technical users
Ability to conceptualize, present, and sell ideas internally and externally
Critical thinker with the ability to think deeply and qualitatively about business problems
Experience with Salesforce Service Cloud, Communities, and Knowledge is an asset

Preferred Skills:

Experience in the digital forensics or cybersecurity industry
Familiarity with mobile device forensics and extraction tools
Knowledge of customer experience (CX) best practices and metrics
Experience with AI and machine learning applications in customer support

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: CAD 135,800 - 232,800 per year (based on the provided range and regional market data for similar roles in Waterloo, Ontario)

Benefits:

Generous time off policies
Competitive compensation
Volunteer opportunities
Reward and recognition programs
Employee committees & resource groups
Healthcare and retirement benefits

📝 Enhancement Note: The provided salary range is based on regional market data for similar roles in Waterloo, Ontario, and may vary depending on the candidate's qualifications, experience, and job-related factors.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Forensics & Cybersecurity

Company Size: Medium to Large (100-1,000 employees)

Founded: 2011

Team Structure:

The Director, Technical Support – Mobile Access & Extraction reports directly to the VP, Customer Experience
Leads a global team of regional managers, first line support reps, and escalation engineers responsible for providing technical support to Magnet's Graykey and Verakey customers
Collaborates with other senior leaders, including Product Management, Engineering, and Marketing, to align MA&E support operations with product strategies and business objectives

Development Methodology:

Agile/Scrum methodologies for product development and support process improvement
Continuous integration and continuous deployment (CI/CD) pipelines for software updates and new feature releases
Regular customer feedback collection and analysis to inform product strategy and support enhancements

Company Website: magnetforensics.com

📝 Enhancement Note: Magnet Forensics is a global leader in digital investigation software, with a strong focus on customer experience, continuous learning, and building a diverse and inclusive workforce.

📈 Career & Growth Analysis

Web Technology Career Level: Senior leadership role in technical support and customer experience

Reporting Structure: Reports directly to the VP, Customer Experience and leads a global team of regional managers, first line support reps, and escalation engineers

Technical Impact: Responsible for driving operational excellence and enhancing the customer experience for Magnet's mobile access and extraction products, which play a crucial role in modernizing digital investigations and helping investigators fight crime, protect assets, and guard national security

Growth Opportunities:

Drive operational excellence and enhance the customer experience for Magnet's mobile access and extraction products, contributing to the company's overall success and growth
Develop and mentor team members, fostering a culture of continuous learning and professional growth
Collaborate with other senior leaders to influence product strategy and contribute to the company's strategic direction

📝 Enhancement Note: This role offers significant growth potential for the right candidate, with the opportunity to make a substantial impact on the company's customer experience and drive operational excellence in the mobile access and extraction product line.

🌐 Work Environment

Office Type: On-site, with a global team working remotely and in regional offices

Office Location(s): Waterloo, Ontario, Canada (primary location) with additional offices in the United States, Europe, and Asia

Workspace Context:

Collaborative workspace with a focus on customer-centric support and operational excellence
Access to relevant tools, technology, and resources to drive support process improvement and enhance the customer experience
Opportunities for cross-functional collaboration with product management, engineering, marketing, and other teams to influence product strategy and contribute to the company's success

Work Schedule: Full-time, with flexible hours to accommodate customer support needs and maintenance windows

📝 Enhancement Note: Magnet Forensics offers a dynamic, collaborative work environment with a strong focus on customer experience, continuous learning, and building a diverse and inclusive workforce.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screen with the Talent Acquisition Partner to discuss the role, qualifications, and career goals
Behavioral and situational interview with the hiring manager (VP, Customer Experience) to assess leadership, strategic thinking, and problem-solving skills
Case study or project presentation, focusing on operational excellence, support process improvement, and customer experience enhancement
Final interview with the VP, Customer Experience and other senior leaders to discuss cultural fit, career growth, and next steps

Portfolio Review Tips: N/A (not applicable for this role)

Technical Challenge Preparation: N/A (not applicable for this role)

ATS Keywords:

Customer Support
Operational Excellence
Team Leadership
Strategic Thinking
Problem Solving
Collaboration
Communication
Data Analysis
Salesforce Service Cloud
Technical Support
Customer Experience
Mentoring
Training
Process Improvement
KPI Monitoring
Customer Insights

📝 Enhancement Note: The provided ATS keywords are tailored to the Director, Technical Support – Mobile Access & Extraction role, focusing on customer support, operational excellence, team leadership, and strategic thinking.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

Customer-centric approach to support and operational excellence
Continuous learning and improvement
Collaboration and cross-functional teamwork
Data-driven decision making and process improvement
Empathy and professionalism in customer interactions

Collaboration Style:

Cross-functional integration between technical support, product management, engineering, marketing, and other teams
Regular team meetings and one-on-ones to discuss support operations, customer feedback, and process improvement opportunities
Knowledge sharing, mentoring, and continuous learning opportunities

📝 Enhancement Note: Magnet Forensics fosters a customer-centric, collaborative, and data-driven culture, with a strong emphasis on continuous learning, improvement, and building a diverse and inclusive workforce.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Driving operational excellence and enhancing the customer experience for Magnet's mobile access and extraction products in a rapidly evolving digital forensics landscape
Leveraging new tools and technology, including AI, to improve support processes and customer outcomes
Collaborating with other senior leaders to influence product strategy and contribute to the company's strategic direction

Learning & Development Opportunities:

Developing and refining support processes, metrics, and customer experience enhancement strategies
Building and leading a high-performing global technical support team
Collaborating with other senior leaders to drive operational excellence and business growth
Expanding knowledge of digital forensics, cybersecurity, and customer experience best practices

📝 Enhancement Note: This role presents significant challenges and growth opportunities for the right candidate, with the potential to make a substantial impact on Magnet Forensics' mobile access and extraction product line and drive operational excellence in the digital forensics industry.

💡 Interview Preparation

Technical Questions:

Describe your experience leading customer-facing support teams and driving operational excellence
How have you leveraged data and analytics to improve support processes and customer outcomes?
Can you provide an example of a time when you successfully collaborated with cross-functional teams to enhance the customer experience?
How do you stay up-to-date with industry trends and best practices in digital forensics and customer support?

Company & Culture Questions:

How do you align support operations with product strategies and business objectives?
Can you describe Magnet Forensics' customer-centric culture and how you would contribute to it as the Director, Technical Support – Mobile Access & Extraction?
How do you foster a culture of continuous learning and improvement within your team?

Portfolio Presentation Strategy: N/A (not applicable for this role)

📝 Enhancement Note: The provided interview preparation tips focus on leadership, strategic thinking, and customer experience enhancement, tailored to the Director, Technical Support – Mobile Access & Extraction role at Magnet Forensics.

📌 Application Steps

To apply for this technical support director position at Magnet Forensics:

Submit your application through the application link provided in the job listing
Prepare for the phone or video screen by reviewing the job description, researching the company, and reflecting on your leadership, strategic thinking, and problem-solving skills
Prepare for the behavioral and situational interview by practicing common interview questions and developing examples of your leadership, strategic thinking, and customer experience enhancement achievements
Prepare for the case study or project presentation by identifying operational excellence, support process improvement, and customer experience enhancement opportunities in Magnet Forensics' mobile access and extraction product line
Prepare for the final interview by researching Magnet Forensics' company culture, values, and strategic direction, and reflecting on how you can contribute to the company's success as the Director, Technical Support – Mobile Access & Extraction

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Magnet Forensics before making application decisions.

Director, Technical Support – Mobile Access & Extraction