Technical Support Engineer I

At Jamf, people are at the core of everything we do. We do what’s right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple.

 

Jamf offers remote and hybrid positions. Depending upon the role, work in the office, connect 100% remote from your home, or find the blend that works best for you.

 

What you'll do at Jamf:

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.

 

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 environnments, and working with our enterprise customers
• The position also actively participates cross-departmentally and cross-regionally 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:

• Minimum of 2 years ability to troubleshoot issues related to systems, networks, and hardware (Required)
• Minimum of 2 years experience using command-line tools (Required)
• Minimum of 2 years experience with MacOS and server platforms (Preferred)
• Minimum of 2 years exceptional customer service skills along with the ability to interact with internal and external customers (Required)
• Minimum of 2 years experience in technical support and/or systems administration (Required)
• Ability to communicate complex technical terms in an easy to understand, non-technical manner
• Apple Platform
• Strong problem-solving skills
• High School Diploma or GED (Required)
• 4 Year / Bachelors Degree (Preferred)
• A combination of relevant experience and education may be considered

 

How we help you reach your best potential:

• Named a 2022 Best Workplace in Technology by Great Place to Work and Fortune Magazine
• 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
• 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 70,000 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 is a Jamf?
You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are curious and resourceful, a problem-solver, self-driven and constantly improving. You are excited to try new things, explore new ideas, and see