Technical Support Escalation Engineer

This role is offered as a hybrid in London the United Kingdom. We are only able to accept applications for those based in the UK or who have sponsorship to live and work in the UK. #LI-Hybrid

What youll do at Jamf:

At Jamf we empower people to be their best selves and do their best work.

The Technical Support Escalation Engineer (TSEE) will have a deep understanding of Jamfs product features functionality and use cases. This position works closely with the product engineering and support teams to ensure issues are effectively triaged and resolved. The TSEE is a subject matter expert for not only Jamf-specific technologies but also industry technology updates. This position works closely with customers through multiple means of communication including potential on-site assistance as needed.

What you can expect to do in this role:

• Assist Support Engineers on issues escalated to the Product Specialist team.
• Develop a deep understanding of Jamfs product features functionality and use cases.
• Work closely with the product engineering and support teams to ensure issues are effectively triaged and resolved.
• Case ownership as appropriate.
• Innovative solutions provided for both internal and external needs.
• Resident (Subject Matter) Expert with Jamf specific technologies as well as industry technologies.
• Keep customers informed about the status of their issues and provide regular updates on progress.
• Fielding highly visible sensitive and strategic scenarios on a regular basis.
• Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
• Manage technically complex problems while also handling politically sensitive situations requiring the highest level of skill.
• Other duties as assigned.

What we are looking for:

• 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).
• Adept with APIs web technologies networking and databases (e.g. SQL).
• Comfortable with scripting or coding (e.g. Python Bash) to assist in automation and troubleshooting.
• Handle challenging customer interactions with diplomacy and tact diffusing tension and focusing on resolution rather than blame.
• Maintain composure and professionalism in high-pressure situations such as major service outages or escalations ensuring customers feel confident in your ability to resolve their issues.
• Self-motivated with a proactive approach to resolving customer issues.
• 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
• Positive and collaborative attitude and presence both internally and externally
• Actively seek opportunities for self-improvement staying current with the latest industry trends technologies and best practices.
• Continuously expands knowledge of Jamfs product and related technologies becomes a go-to resource for peers and other stakeholders within Jamf.
• Proactively share insights best practices and technical knowledge with peers and other teams contributing to a culture of learning and collaboration.
• Exhibit a strong sense of responsibility for finding solutions demonstrating persistence and dedication to solving even the most difficult problems.
• Getting on calls with the customer when (ideally before) it is necessary.
• Bachelors Degree (preferred) and/or 5 years in a customer support or technical support role preferably in a SaaS or technology environment
• Jamf 400 (preferred)
• Jamf 370 (preferred)
• Jamf Management Integrator Certification (preferred)

How we help you reach your best potential:

• Named a 2023 Best Workplaces for Women by Great Place to Workand Fortune Magazine
• Named a 2024 Best Companies to Work For by U.S. News
• You will have the opportunity to make a real and meaningful impact for more than 70000 global customers with the best Apple device management solution in the world.
• We constantly push the boundaries of technology our developers support new innovations and OS releases the moment they are made available by Apple.
• Several Jamf engineers are named in patents and with team names like CatDog ThunderSnow and Dalek you can expect to have some fun while building cutting-edge software.
• You will have the opportunity to work with a small and empowered team where the culture is based on trust ownership and respect.
• We offer a clear career path that enables you to grow under supportive leadership and management
• Visit our Jamf Engineering blog to learn more about the innovative projects our team is working on and what we learn from each challenge we solve. A blog written by engineers for engineers at it means to be a Jamf
  We are a team of free-thinkers can-doers and problem-crushers. We value humility and the relentless pursuit of knowledge. Our culture flows from a spirit of selflessness and relentless self-improvement - 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 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 than 2500 Jamf strong worldwide we are free-thinkers can-doers 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