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Enterprise Support Engineer

Experienced

Jamf | 200 - Customer Success | Minneapolis, MN

  The Enterprise Support Engineer (ESE) works within the Customer Success organization and provides direct technical support for customers that have elected Premium Support. 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.  

 

RESPONSIBILITIES

  • 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 (e.g. VPP, DEP)
  • 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
  • Performs all job responsibilities in alignment with the core values, mission and purpose of the organization
  • Adheres to the highest moral, ethical and legal standards to deliver an environment that promotes respect, innovation and creativity
  • Supports and promotes a positive, inclusive workplace one in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed and manifested in our work
Skills & Requirements

EXPERIENCE

  • 2 – 4 Years Proven ability to excel at troubleshooting technical issues and finding solutions for business needs (Required)
  • At least 1 Year Knowledge of Jamf product offerings and peripheral technologies (Required)
  • 2 – 4 Years Experience with Client Management software, enterprise environment, and Macintosh experience desired (Preferred)
  • 2 – 4 Years Ability to critically analyze issues and use judgment to make decisions (Required)
  • < 2 Years Working knowledge of the architecture and tools relevant to implementation of Jamf products (Required)
  • < 2 Years ability to understand and explain technical concepts related to Device Management (Required)
  • Apple Platform knowledge (preferred)
  • 4year/Bachelor'sDegree(Preferred)
  • A combination of relevant experience and education maybe considered
  • PreferredCertifications/Licensures:  Jamf100, Jamf200, Jamf300