Customer Success Engineer I

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 unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace. We take pride in helping tens of thousands of customers around the globe succeed with Apple.

 

Jamf offers remote, in-office, and hybrid roles. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.

 

 

What you’ll do at Jamf:

The Customer Success Engineer I is responsible for assisting customers in implementing Jamf products, and the training of customers related to the implementation, adoption, and administration of Jamf products and related technologies.

The primary responsibility of this position is to gain user adoption and create customer loyalty by assisting with the implementation of Jamf products, features, and workflows. Providing setup assistance and training for new or existing users on complex topics that may require environmental customizations. This individual delivers primarily remote assistance to administrators, with an emphasis on administrators wishing to fully utilize Jamf product features. This is often done by guiding customers through very complex processes in a friendly and efficient manner.

 

This role requires the  Customer Success Engineer I to periodically be in-person in the Minneapolis, MN;  Eau Claire, WI; or Austin, TX Jamf office.

What you can expect to do this role:

• Complete new customer onboarding tasks including configuration and best practice recommendations
• Develop and maintain a proficient level of knowledge of relevant Jamf products, Apple products, and related technologies as measured by certifications and Jamf training completion
• Contribute to and maintain departmental documentation
• Provide support and enablement training to teammates and partners
• Act as the Voice of the Customer to provide technical insight and feature requests to Product to improve the customer experience
• Deliver technical training to the customer as necessary to find success with Jamf solutions
• Coordinate with Jamf Customer Success team to ensure alignment on customer needs and opportunities
• Apply systematic troubleshooting, problem-solving and a Problem Management mindset to ensure successful implementation and long-term sustainability for customer environments
• Other duties and special projects as assigned
• Perform all job responsibilities in alignment with the core values, mission, and purpose of the organization
• Adhere to the highest moral, ethical, and legal standards to deliver an environment that promotes and respects innovation and creativity
• Support and promote a positive, inclusive workplace in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed, and manifested in our work

What we are looking for:

• Minimum of 2 years' experience successfully supporting enterprise technology in production environments (Required)
• Minimum of 2 years' experience demonstrating exceptional customer service skills (Required)
• Able to communicate complex technical concepts in an easy-to-understand, non-technical manner (Required)
• Excellent written and verbal customer communication skills (Required)
• Minimum of 2 years’ experience with server operating systems including Windows Server, RHEL, or Ubuntu (Preferred)
• Experience of providing technical training and associated best practices (Preferred)
• Apple platform proficiency (Preferred)
• Knowledge of networking fundamentals (TCP/IP, DNS, VPN) (Preferred)
• Experience of Mobile Device Management and/or Unified Endpoint Management solutions (Preferred)
• Familiarity with Agile development methodology (Preferred)
• Travel 5-10%

EDUCATION & CERTIFICATIONS:

• High School Diploma / GED Equivalent (Required)
• 4 Year / Bachelor’s Degree (Preferred)
• Jamf’s Associate, Tech and Admin level certifications (Preferred)
• A combination of relevant experience and education may be considered

#LIHybrid

SECURITY AND PRIVACY REQUIREMENTS

• Participation in ongoing security training is mandatory.
• Established security protocols will be adhered to, sensitive data will be handled responsibly, and data protection practices are followed, including understanding relevant privacy regulations and reporting breaches.
• Acknowledgi