Job at a glance
At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple. The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.
What you'll do at Jamf: At Jamf, we empower people to be their best selves and do their best work. The Enterprise Support Engineer (ESE) serves as a primary escalation point for customers experiencing advanced technical issues, in addition to acting as an initial point of entry for customers and partners that have elected Premium Support or are strategically valuable to Jamf. The ESE demonstrates proficiency in concepts and practices involving device management and security.
The ESE works closely with the Technical Account Manager. The ESE is responsible for supporting and troubleshooting issues with the installation, performance, and integration of Jamf products and supporting technologies. The ESE serves as a point of contact for all technical inquiries and escalations. Depending upon your current location, this role may be offered as hybrid or remote. For those candidates who live near a Jamf office, you will be expected to be in the office 3 days per week.
For those candidates who are not near a Jamf office, this role may be offered as remote. What you can expect to do in this role : Serve as the primary point of contact for Premium Support customers experiencing technical issues. Handle customer inquiries related to product performance, configurations, custom setups, and integrations. Diagnose and resolve issues across the full suite of RapidIdentity products.
Use logs, debugging tools, and root cause analysis to efficiently solve technical problems. Act as a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment. Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements.
Interface with product development and support teams to share client feedback, generate requirements and evaluate and test new product solutions Maintain and increase customer satisfaction and ensure retention Keep customers informed about the status of their issues and provide regular updates on progress. Serve as a topic expert in one or more key product features Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting. Collaborate with customers’ internal teams/stakeholders to address challenges. Build strong relationships with enterprise customers, acting as their advocate within the company. Identify patterns in support cases and provide insights to improve the product or internal processes.
Stay current on new product features, technologies, and industry trends to provide the best possible support. On-Call as needed. Other duties as assigned. What we are looking for: Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment (Required) Must demonstrate the ability to read code, troubleshoot logic issues, and make necessary adjustments to correct functionality or implement customer requested changes (Required) Excellent written and verbal communication skills, with the ability to translate complex technical details into clear, customer-friendly language.
Strong technical troubleshooting skills, with knowledge of log analysis, d