Technical Support Engineer, Japan

What youll do at Jamf:

At Jamf we empower people to be their best selves and do their best work. The Technical Support Engineer (TSE) serves as a primary escalation point for customers experiencing advanced technical issues. This position will diagnose and resolve issues with the installation performance and integration of Jamf products and supporting technologies. The TSE position provides advanced assistance through working with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements. This position communicates directly with customers and notifies them of resolution updates as needed.

This role is offered as hybrid with the expectation to be in the office 3 days per week of your choosing. We are only able to accept applications for those based in Kanto area Japan and have sponsorship to live and work in Japan. #LI-Hybrid

What you can expect to do in this role:

• Serve as the primary point of escalation for customers experiencing technical issues.
• Diagnose and resolve issues across the full suite of Jamf and periphery products.
• Track and manage escalations ensuring issues are resolved according to established SLAs.
• Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements.
• Keep customers informed about the status of their issues and provide regular updates on progress.
• Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
• Share best practices with the support team to help improve the overall efficiency of support processes.
• Provide support for customers using APIs and third-party integrations assisting with implementation configuration and troubleshooting.
• Collaborate with customers technical teams to address integration challenges.
• 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 and on-site customer visits as needed.
• Other duties as assigned.

What we are looking for:

• 4 Year / Bachelors Degree (Preferred) A combination of relevant experience and education may be considered
• Minimum 2 years of customer support experience preferably in a SaaS or technology environment (Required)
• Japanese: Native-level fluency (required). Must be able to communicate effectively with enterprise customers in a professional business context including verbal and written support.
• English: Business-level proficiency or higher (required) as internal communication and documentation may be in English.
• Candidates with Jamf 300 or Jamf 400 certifications are preferred. These certifications demonstrate advanced proficiency in Apple device management and the Jamf platform. Equivalent hands-on experience will also be considered.
• 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 debugging and system diagnostics.
• Familiarity with cloud-based infrastructure (e.g. AWS Azure GCP).
• Experience with APIs web technologies networking and databases (e.g. SQL).
• Basic scripting or coding knowledge (e.g. Python Bash) to assist in automation and troubleshooting.
• Strong problem-solving abilities with a customer-first mentality.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Empathetic and patient in dealing with customer issues.
• Highly organized with attention to detail and accuracy.
• Self-motivated with a proactive approach to resolving customer issues.
• Passion for learning and staying up to date with the latest technologies and trends.
• A team player who can collaborate effectively across departments and with both technical and non-technical 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.
• Ability to remain calm and professional in high-pressure or critical situations.

How we help you reach your best potential:

• Named a 2025 Best Companies to Work For by U.S. News
• Named a 2025 Newsweek Americas Greatest Workplaces for Gen Z
• 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!