Enterprise Support Engineer

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 operates as a choice-based office model. Choose to 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 Enterprise Support Engineer (ESE) works to provide direct technical support for customers that have elected Premium Support or are strategically valuable to Jamf. The ESE demonstrates proficiency in concepts and practices involving mobile device management. The ESE works closely with the Enterprise Customer Success Manager to assure 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:

• Work directly with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
• Aid in the documentation of infrastructure of complex environmental setups to ensure highest possible availability and distributed systems of large environments
• Phone, email, and chat support for technical questions related to Jamf products
• Provide case management to ensure target response times are met
• As a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment.
• 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
• Serves as a topic expert in one or more key product features
• Flexibility to travel and shadow onsite engagements and troubleshooting
• Occasionally be available for Support issues outside of normal business hours
• Reproduce and submit Product Issues and Feature Requests
• Work cross departmentally as required to resolve customer issues
• Other duties and special projects as assigned
• Occasionally be available to work On-Call shifts over the weekend
• Create and maintain internal and external documentation related to technical topic specialties

 

What we are looking for:

• Minimum of 2 years proven ability to excel at troubleshooting technical issues and finding solutions for business needs (Required)
• Minimum of 2 years experience with Client Management software, enterprise environment, and Macintosh experience desired (Preferred)
• Minimum of 2 years ability to critically analyze issues and use judgment to make decisions (Required)
• Minimum of 2 years Working knowledge of the architecture and tools relevant to implementation of Jamf products (Required)
• Minimum of 2 years ability to understand and explain technical concepts related to Device Management (Required)
• Minimum of 1 year knowledge of Jamf product offerings and peripheral technologies (Preferred)
• Apple Platform knowledge (Preferred)

EDUCATION & CERTIFICATIONS

• High School Diploma / GED (Required)
• 4 year / Bachelor's Degree (Preferred)
• Preferred Certifications/Licensures: Jamf 100, Jamf 200, Jamf 300
• A combination of relevant experience and education maybe considered

Why Jamf?

• Named a Best Workplace in Technology, 2022.
• 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. Yo