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!

Role Summary

The Director, Operations & Platform Support is responsible for driving the overall customer support operations strategy and working closely with senior leaders to align support operations to Magnet’s business objectives.

You’ll build a new Support Operations team to implement a comprehensive support strategy across multiple technical support teams, including delivering customer service training, defining and managing KPIs, assessing quality service levels, and more.

As the Director, Operations & Platform Support, you’ll also implement our new platform support strategy. You’ll lead a team of Technical Support Engineers—who are responsible for providing technical support to customers using Magnet’s SaaS and on-premises platform products—and drive continuous improvement and delivery on the team’s goals.

This position reports to the VP, Customer Experience.

Key Responsibilities:

Operational Excellence:

· Oversee technical support operations, including ticket management, ticket resolution, and overall service levels for the global Technical Support org.

· Provide recommendations to optimize resource allocation, staffing, and training to meet customer needs.

· Leverage new tools and technology—including AI—to continuously improve operations and support processes.

· 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.

· Partner with Security to ensure compliance with SOC2, FedRAMP, and other relevant standards, and build best practices into support operations.

Leadership and Strategy:

· Develop and execute a comprehensive, unified support operations strategy that measures quality across support teams, standardizes SOPs, and surfaces data and customer insights to influence product strategy and drive operational efficiencies.

· Define an enablement strategy to empower Technical Support reps with the systems, process, and product knowledge they need to work efficiently and independently.

· Lead, mentor, and inspire a diverse team of support engineers, analysts, trainers, and project managers.

· Collaborate with other senior leaders to align support operations with product strategies and business objectives.

· Hire and develop world-class talent throughout the technical support org.

Metrics, Reporting, and Planning:

· Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.

· Provide input into operations-related plans, budgets, and policies and procedures to achieve the organization’s customer satisfaction and responsiveness objectives.

· Identify product and process improvements that drive customer loyalty and satisfaction throughout the product lifecycle.

· Define and monitor key metrics to ensure product performance and supportability.

· Define and track key performance indicators (KPIs) related to support effectiveness.

· Regularly report on support metrics to executive leadership.

· Use data-driven insights to identify areas for improvement.

· Set annual OKRs for your team and report on progress at monthly, quarterly, and annual reviews.

Qualifications:

· 10+ years of experience leading operations or customer-facing support teams, ideally in a SaaS environment

· Proven ability to set a clear direction for operational excellence and to drive transformational change

· Strong collaborator, diplomat, and team player who can 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

· Strong working knowledge of compliance and security best practices for support operations, including SOC2

· Experience with Salesforce Service Cloud, Communities, and Knowledge is an asset

The Most Important Thing:

We’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 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 and 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: $140,000 - MID: $175,000 - MAX: $210,000 CAD

MIN: $160,000 - MID: $200,000 - MAX: $240,000 USD

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

We’re 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. If you require accommodation, please let our talent team know, or you can email aoda@magnetforensics.com.

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.