Job Description
Waterloo / Ontario
Customer Support – Technical Support /
Full-Time /
Hybrid
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 over 4,000 customers in over 100 countries, 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 with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. 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!
Your Team
The Technical Support Operations team is located throughout the globe and is focused on providing support to the main Technical Support organization in their goal to provide exceptional customer service. The Technical Support Operations team includes a unique combination of data detectives, technical wizards, process ninjas and word wranglers that position us to provide the best operational support for Magnet’s Technical Support team.
“Our Business Insights Analyst is a brand-new role that will provide support in making data-driven decisions. As the Support organization grows, we want someone who can provide us with the insight we need to do the right things right.”
What You Will Accomplish
Perform research, collect, and analyze large complex data sets to identify trends, key indicators, patterns, insights, issues, or shortcomings that address strategic and operational business questions
Lead data quality and transformational initiatives as required to continuously improve Magnet’s Technical Support operations
Present data-driven stories about key findings and how they are impacting Magnet’s Technical Support operations
Translate data from multiple sources to facilitate data-driven decision making that drives business improvements
Implement and manage reports and dashboards required to track Technical Support KPIs for the Customer Success organization, Product Management, Engineering, and executive leadership
Work as member of the Analytics Centre of Excellence to enable self-service data analysis and reporting throughout Magnet
Act as the subject matter expert for technical support data models
Provide ad hoc reports to broader company departments as needed
Investigate and propose industry best practices and technology to support business intelligence initiatives
What We Are Looking For
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.
There are a couple must haves, but we will keep that list short:
3+ years of work experience in a Business Insights Analyst or related role
Proficiency with Microsoft Power BI, Microsoft Excel, and/or other business analytics tools
Proficiency in Salesforce and Salesforce Service Cloud, and knowledge of related application including Omnichannel Chat, Knowledge, Agentforce, and more
Bachelor’s degree in a business-related field, or equivalent practical experience
Experience with technical support processes and procedures
Exposure to transactional survey data and associated processes
Strong technical acumen
The Most Important Thing
We’re looking for candidates that can provide examples of how they 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 or 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.
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: $76,300 - MID: $10+,000 - MAX: $130,800 Currency: CAD
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
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 [email protected] 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-+ information to confirm that you are authorized to work in the U.S.
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Customer Support – Technical Support /
Full-Time /
Hybrid
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 over 4,000 customers in over 100 countries, 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 with offices in Waterloo and Ottawa, Canada; Atlanta, GA, Herndon, VA, Westminster, CO; and Singapore. 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!
Your Team
The Technical Support Operations team is located throughout the globe and is focused on providing support to the main Technical Support organization in their goal to provide exceptional customer service. The Technical Support Operations team includes a unique combination of data detectives, technical wizards, process ninjas and word wranglers that position us to provide the best operational support for Magnet’s Technical Support team.
“Our Business Insights Analyst is a brand-new role that will provide support in making data-driven decisions. As the Support organization grows, we want someone who can provide us with the insight we need to do the right things right.”
What You Will Accomplish
Perform research, collect, and analyze large complex data sets to identify trends, key indicators, patterns, insights, issues, or shortcomings that address strategic and operational business questions
Lead data quality and transformational initiatives as required to continuously improve Magnet’s Technical Support operations
Present data-driven stories about key findings and how they are impacting Magnet’s Technical Support operations
Translate data from multiple sources to facilitate data-driven decision making that drives business improvements
Implement and manage reports and dashboards required to track Technical Support KPIs for the Customer Success organization, Product Management, Engineering, and executive leadership
Work as member of the Analytics Centre of Excellence to enable self-service data analysis and reporting throughout Magnet
Act as the subject matter expert for technical support data models
Provide ad hoc reports to broader company departments as needed
Investigate and propose industry best practices and technology to support business intelligence initiatives
What We Are Looking For
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.
There are a couple must haves, but we will keep that list short:
3+ years of work experience in a Business Insights Analyst or related role
Proficiency with Microsoft Power BI, Microsoft Excel, and/or other business analytics tools
Proficiency in Salesforce and Salesforce Service Cloud, and knowledge of related application including Omnichannel Chat, Knowledge, Agentforce, and more
Bachelor’s degree in a business-related field, or equivalent practical experience
Experience with technical support processes and procedures
Exposure to transactional survey data and associated processes
Strong technical acumen
The Most Important Thing
We’re looking for candidates that can provide examples of how they 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 or 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.
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: $76,300 - MID: $10+,000 - MAX: $130,800 Currency: CAD
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
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 [email protected] 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-+ information to confirm that you are authorized to work in the U.S.
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💡 Quick Summary
Seeking a career-building opportunity? The Business Insights Analyst position is now open for candidates interested in the Operations Executive Jobs sector. This role in Waterloo offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operations Executive Jobs is a plus.
