Enterprise Support Engineer
Enterprise Support Engineer
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Job Description
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. Worklife balance remains our priority while feeling connected is important to maintain our strong culture achieve our goals and thrive as #OneJamf.
We are only able to accept applications for those based in Australia and have full sponsorship such as Permanent Residency or Citizenship to live and work in Australia. #LIHybrid
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 Enterprise Customer Success Manager to ensure a successful deployment. 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.
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 Jamf and periphery 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 thirdparty 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.
- OnCall and onsite customer visits as needed.
- Other duties as assigned.
What we are looking for:
- 4 year/Bachelors Degree (Preferred) or a combination of relevant experience and education considered.
- Preferred Certifications/Licensures: Jamf 400 Jamf 370
- Minimum 3 years in a customer support or technical support role preferably in a SaaS or technology environment (Required)
- Excellent written and verbal communication skills with the ability to translate complex technical details into clear customerfriendly language.
- Strong technical troubleshooting skills with knowledge of log analysis debugging and system diagnostics
- Familiarity with cloudbased infrastructure (e.g. AWS Azure GCP).
- Experience with APIs web technologies networking and databases (e.g. SQL).
- Working knowledge of the architecture and tools relevant to implementation of Jamf products.
- Basic scripting or coding knowledge (e.g. Python Bash) to assist in automation and troubleshooting.
- Strong problemsolving abilities with a customerfirst mentality.
- Advanced technical knowledge and an aptitude for learning new software systems.
- Ability to work in a fastpaced environment and handle multiple tasks simultaneously.
- Empathetic and patient in dealing with customer issues.
- Highly organized with attention to detail and accuracy.
- Selfmotivated with a proactive approach to resolving customer issues.
- A team player who can collaborate effectively across departments and with both technical and nontechnical teams.
- Skilled with CRM and support tools (e.g. ServiceNow Intercom or similar).
- Leads peers and others through change; champions change in the face of uncertainty.
- Actively seek opportunities for selfimprovement staying current with the latest industry trends technologies and best practices.
- Ability to remain calm and professional in highpressure or critical situations.
- Be able to identify not just the symptoms of a problem but understand and address the underlying cause to prevent recurring issues.
- A meticulous approach to troubleshooting ensuring all details are considered from error logs to system behavior to avoid overlooking critical factors with an emphasis on finding solutions to business needs.
- Ability to critical analyze issues and use sound judgement to make decisions
- Provide clear written summaries and technical documentation for internal teams and customers maintaining professionalism and accuracy in communication.
How we help you reach your best potential:
- Named a 2024 Best Technology Company to Work For by U.S. News
- Named one of Forbes Most Trusted Companies in 2024
- Named a 2024 Best Companies to Work For by U.S. News
- Named a 2024 Newsweek Americas Greatest Workplaces for Parents & Families
- Named a 2024 PEOPLE Companies That Care by PEOPLE and Great Place To Work
- 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 75000 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!
What it means to be a Jamf
We are a team of freethinkers candoers and problemcrushers. We value humility and the relentless pursuit of knowledge. Our culture flows from a spirit of selflessness and relentless selfimprovement driving both personal growth and collective progress throughout our company. We unite around common goals while respecting personal approaches believing that fulfilled individuals create a thriving vibrant workplace.
Our aim is simple: hire exceptionally good people who are incredibly good at what they do and let them do it. We provide the support and resources to let everyone be their authentic best selves at work at rest and at play. We are committed to supporting the continual improvement of Apple in the workplace the organizations that rely on them and the people who keep it all running smoothly.
Above it all waves our banner of #OneJamf and the knowledge that when we stand together we accomplish so much more than we could alone. We seek individuals who share this unwavering journey toward growth to join us in our quest for constant improvement.
What does Jamf do
Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same and be as secure as using a personal device.With Jamf customers are able to confidently automate Mac iPad iPhone and Apple TV deployment management and security anytime anywhere to protect the data and applications used by employees in the workplace students learning in the classroom and streamline communications in healthcare between patients and providers.More than 2500 Jamf strong worldwide we are freethinkers candoers and problems crushers who are encouraged to bring their whole selves to work each and every day.
Get social with us and follow the conversation at #OneJamf
Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at
Employment Type
Full Time
