Enterprise Support Engineer

At Jamf, we empower people to be their best selves and do their best work. As an Enterprise Support Engineer, you will serve as a primary escalation point for customers experiencing advanced technical issues and act as an initial point of contact for Premium Support customers. You will demonstrate proficiency in device management and security while working closely with Enterprise Customer Success Managers to ensure successful deployments.

What you can expect to do in this role:

• Serve as the primary point of contact for Premium Support customers experiencing technical issues.

• Handle customer inquiries related to product performance, configurations, custom setups, and integrations.

• Diagnose and resolve issues across the full suite of Jamf and periphery products.

• Use logs, debugging tools, and root cause analysis to efficiently solve technical problems.

• Act as a customer advocate and account steward, demonstrating relentless commitment to developing effective solutions to optimize customer deployments.

• Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements.

• 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.

• Keep customers informed about the status of their issues and provide regular updates on progress.

• Serve as a topic expert in one or more key product features.

• Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.

• Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting.

• Collaborate with customers' internal teams and stakeholders to address challenges.

• Build strong relationships with enterprise customers, acting as their advocate within the company.

• 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.

• 3+ years in technical support, preferably in a SaaS environment.

• Strong troubleshooting skills - log analysis, debugging, and system diagnostics.

• Experience with cloud infrastructure (AWS, Azure, GCP), APIs, databases (SQL), and basic scripting (Python, Bash).

• Experience with MDM administration.

• Working knowledge of architecture and tools relevant to Jamf product implementation.

• Excellent communication skills - ability to translate complex technical details into clear, customer-friendly language and documentation.

• Experience with CRM/support tools (e.g., ServiceNow, Intercom).

• Highly organized, detail-oriented, and able to manage multiple tasks under pressure.

• Jamf 400 and/or 370 certification (preferred).

• We are progressive but laid back. You are free to be a yourself and work how you work best. Here, you manage your own day and your own work style.

• You will have the opportunity to work with a small and empowered team where the culture is based on trust, ownership, and respect.

• With hybrid and remote roles, we offer an open flexible culture based on respect and trust.

• Benefits are a critical part of the "whole employee experience". Our benefits package includes 30 days of paid time off, 3 paid days to volunteer, Benefit Plus cafeteria, Multisport Card, and more.

• 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 medium.com/jamf-engineering

What 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.

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 take pride in helping tens of thousands of customers around the globe succeed with Apple. The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf., 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 device. With 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 providers. More than 2,500 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