• Respond to customer inquiries (voice or other digital communications) for an assigned product(s) within a Technical Support Engineer environment. • Provide technical support to Cohesity customers, partners, and field support staff with varying levels of support maintenance entitlements. • Work with Cohesity customers, partners, and field reps by answering technical questions, and providing solutions for Cohesity products. • Resolve cases per productivity, performance and SLA standards and support goals. • Research, document, and collaborate on cases as required. • Author or update technical documents into Knowledge Management (KM) for inclusion into support knowledge base. • Participate in the Technical Support Engineer Process Community Meetings and Innovation Teams, to help improve areas that can have a positive impact to Customer Success. • Mentor and assist other technical support engineers (TSEs) in the knowledge of product and processes. • Conduct internal and external hiring interviews.

Role Description Join Magnus Management Group LLC as an Investigative Forensic Support Analyst, where you will play a vital role in uncovering insights and supporting investigations. This position offers an exciting opportunity to work with a dedicated team in a dynamic environment, helping to ensure justice and accountability. - Conduct thorough investigations and analysis of forensic evidence. - Collaborate with law enforcement and legal teams to provide expert support. - Prepare detailed reports and presentations of findings for stakeholders. - Utilize advanced forensic tools and methodologies to analyze data. - Assist in the development of investigative strategies and protocols. - Maintain accurate records and documentation of all investigative processes. - Stay updated on industry trends and advancements in forensic technology. - Provide training and support to junior analysts as needed. Qualifications - Bachelor's degree in Criminal Justice, Forensic Science, or related field. - Minimum of 6 years of experience in forensic analysis or investigative support. - Strong analytical and problem-solving skills with attention to detail. - Proficient in forensic software and data analysis tools. - Excellent communication and interpersonal skills. - Ability to work independently and as part of a team. - Knowledge of legal standards and procedures related to investigations. - Certifications in forensic analysis or related fields are a plus. Requirements - This is a remote position. Benefits - Paid time off - 401(k) - Dental insurance - Health insurance - Tuition assistance - Vision insurance

• Provides technical hardware support to customers via telephone and online, software support for advanced and market leading 3D scanner and CAD/CAM installations. • Serves as subject management expert for the leading CAD hardware solutions, specifically Roland mills, Quatro Suction units, Sintering ovens, Open Technologies – NeWay Scanner, and 3Shape scanners. • Proficient in the installation, upgrading, troubleshooting and debugging of 3shape Dental System Software, Exocad Software, as well as other 3Shape or Exocad software packages. • Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events. • Provides incoming phone and email support to customers to answer technical questions related to their installation infrastructure. • Performs rigorous testing of CAD software to understand software limitations. • Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements. • Logs all customer inquiries in Salesforce and ensures all technical cases are solved with the client’s best interest in mind. • Maintains a 3-hour service level agreement on customer related issues. • Communicates effectively with the outside sales team to keep them apprised of all interactions with their accounts. • Communicates effectively with other departments to ensure account order timelines, customer inquiries, and overall satisfaction exceeds expectations.

• Serve as the first point of contact for system incidents and user issues from internal stakeholders). • Investigate and resolve L1–L2 issues, including configurations, user roles, data validations, and workflow problems. • Log and track incidents in Jira and Service Desk; escalating to Product Owners as needed. • Document fixes, system behaviors, and known issues in Confluence knowledge base. • Work closely with the QA team to reproduce bugs and prepare cases for escalation. • Provide feedback to Product Owners on recurring issues or potential enhancements. • Support new system releases and updates. • Train internal users (customer support, backoffice, sales) on system features and updates.