Technical Customer Support Engineer (Digital Forensics)

TL;DR

Technical Customer Support Engineer (Digital Forensics): Providing Level 2 technical support and troubleshooting for the Digital Investigation Platform with an accent on server infrastructure and mobile ecosystems. Focus on owning complex technical issues end-to-end and delivering on-site support across the EMEA region.

Location: Hybrid working model in Italy; regular travel required across Italy and the wider EMEA region.

Company

AI-powered Digital Investigation Platform enabling lawful access, collection, and analysis of digital evidence to accelerate justice worldwide.

What you will do

• Provide Level 2 technical support via phone, email, chat, video sessions, and on-site visits.
• Manage customer technical issues end-to-end from diagnosis through to resolution and closure.
• Troubleshoot complex issues across servers, storage, networking, cloud, and application layers.
• Collaborate with internal Sales and Engineering teams to resolve critical issues.
• Maintain SLAs and KPIs while documenting cases in CRM/ticketing systems.

Requirements

• Must be based in Italy (Hybrid model).
• Fluent Italian and English (written and spoken) required.
• Must be eligible for, or able to obtain, Security Check (SC) clearance.
• Strong hands-on experience with Windows and Linux server environments.
• Knowledge of iOS and Android ecosystems.
• Experience with CRM/ticketing systems and a strong sense of ownership over technical issues.

Nice to have

• Understanding of SQL, Python, APIs, or data structures (e.g. hex-based data).
• Background in digital forensics or relevant certifications.
• Experience with hirify.global or similar forensic tools.
• Familiarity with law enforcement or forensic environments.

Culture & Benefits

• Hybrid working model providing flexibility.
• Opportunity to work on mission-critical technology used by public safety and intelligence agencies.
• Dynamic environment with regular international travel across EMEA.