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Enterprise Support Engineer

Experienced

Jamf | 200 - Customer Success

The Enterprise Support Engineer (ESE) works within the Customer Success organization and providesdirect technical support for customers that have elected Premium Support. The ESE works closely withthe Enterprise Customer Success Manager to assure a successful deployment. The ESE is responsible forsupporting and troubleshooting issues with the installation, performance, and integration of Jamfproducts and supporting technologies. The ESE serves as a point of contact for all technical inquiries andescalations.

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
Skills & Requirements

  • 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)
  • Strong Communication Skills
  • Excellent Interpersonal Skills
  • Excellent Organizational Skills
  • Strong Customer Service Skills
  • Ability to communicate complex technical terms in an easy to understand, non-technical manner
  • Self-starter, energetic multi-tasker, highly motivated and team player
  • Ability to engage with and establish trust and rapport with all levels of customers and employees
  • Ability to work independently and as part of a team
  • Ability to multi-task and prioritize duties
  • 4year/Bachelor'sDegree(Preferred)
  • A combination of relevant experience and education maybe considered
  • PreferredCertifications/Licensures: Jamf 100, Jamf 200, Jamf 300
  • 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