Technical Support Engineer I

What youll do at Jamf:

At Jamf we empower people to be their best selves and do their best work. The Technical Support Engineer position works to provide technical support for customers related to the installation troubleshooting and integration of Jamf products and supporting technologies. They will provided direct assistance to customers as an escalation point for complex issues and also works with our premium customers.

They also actively participates in the creation maintenance and sharing of technical information and documentation related to core Jamf products and supporting technologies. Technical Support Engineer helps onboard new employees and helps mentor advise and train employees on both technical and soft skills.

This role is hybrid in India. We are only able to accept applications for those based in India or have sponsorship to live and work in India. We are looking for a candidate who wants to work hybrid from the Bangalore office half of the week.

What you can expect to do in this role:

• Utilize available resources to independently resolve support issue.
• Work directly with customers to troubleshoot recreate and/or resolve support issues related to Jamf products and supporting technologies.
• Act as an escalation point for technical questions and case consultations for our most complex standard support issues and environments and working with our enterprise customers.
• The position also actively participates crossdepartmentally and crossregionally in the creation maintenance and sharing of technical information and documentation related to core Jamf products and supporting technologies.
• Conduct technical training on core products and supporting technologies for both internal and external users.
• Use judgment to determine the appropriate channel of response and effectively communicate through that channel (email phone screen sharing etc.
• Work closely with Product Specialists and Product Management to submit and evaluate Product Issues and feature requests respectively.
• Occasionally be on call for Support issues outside of normal business hours.
• Work cross departmentally as required to resolve customer issue.
• Maintain case management to ensure that target response times are met.
• Onboard and mentor new employees in a one on one or one to few setting.
• Other duties and special projects as assigned.

What we are looking for:

• Professional working proficiency in English (Required).
• Minimum of 2 years ability to troubleshoot issues related to systems networks and hardware (Required).
• Minimum of 2 years experience with Jamf or other MDM solutions (Preferred)
• Minimum of 2 years experience using commandline tools (Required).
• Minimum of 2 years experience in technical support and/or systems administration (Required).
• Minimum of 2 years experience with MacOS and server platforms (Required).
• Minimum of 2 years exceptional customer service skills along with the ability to interact with internal and external customers (Required).
• Ability to communicate complex technical terms in an easy to understand nontechnical manner.
• Apple Platform experience.
• Strong problemsolving skills.

How we help you reach your best potential:

• Named a 2023 Best Workplaces for Women by Great Place to Work and Fortune Magazine.
• Named a 100 Best Companies to Work For by Great Place to Work and Fortune Magazine.
• Named a 2024 Best Companies to Work For by U.S. News.
• We train and we then we give you the room to grow. We offer a clear and defined customer support career path but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
• Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 70000 global customer base.
• Our customers are some of the most loyal in the world. We put people over profits which is why our customers keep coming back to us!