What you'll do at Jamf:

At Jamf, we empower people to be their best selves and do their best work. The Enterprise Support Engineer (ESE) serves as a primary escalation point for customers experiencing advanced technical issues, in addition to acting as an initial point of entry for customers and partners that have elected Premium Support or are strategically valuable to Jamf. The ESE demonstrates proficiency in concepts and practices involving device management and security. The ESE works closely with the Technical Account Manager. 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.

Depending upon your current location, this role may be offered as hybrid or remote. For those candidates who live near a Jamf office, you will be expected to be in the office 3 days per week. For those candidates who are not near a Jamf office, this role may be offered as remote.

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 RapidIdentity products.
• Use logs, debugging tools, and root cause analysis to efficiently solve technical problems.
• Act as a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment.
• 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/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 as needed.
• Other duties as assigned.

What we are looking for:

• Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment (Required)
• Must demonstrate the ability to read code, troubleshoot logic issues, and make necessary adjustments to correct functionality or implement customer requested changes (Required)
• Excellent written and verbal communication skills, with the ability to translate complex technical details into clear, customer-friendly language.
• Strong technical troubleshooting skills, with knowledge of log analysis, debugging, and system diagnostics
• Familiarity with cloud-based infrastructure (e.g., AWS, Azure, GCP).
• Experience with APIs, web technologies, networking and databases (e.g., SQL).
• Working knowledge of the architecture and tools relevant to implementation of Jamf products.
• Strong problem-solving abilities with a customer-first mentality.
• Advanced technical knowledge and an aptitude for learning new software systems.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Empathetic and patient in dealing with customer issues.
• Highly organized, with attention to detail and accuracy.
• Self-motivated with a proactive approach to resolving customer issues.
• A team player who can collaborate effectively across departments and with both technical and non-technical teams.
• Skilled with CRM and support tools (e.g., ServiceNow, Intercom, or similar).
• Leads peers and others through change; champions change in the face of uncertainty.
• Actively seek opportunities for self-improvement, staying current with the latest industry trends, technologies, and best practices.
• Ability to remain calm and professional in high-pressure or critical situations.
• Be able to identify not just the symptoms of a problem but understand and address the underlying cause to prevent recurring issues.
• A meticulous approach to troubleshooting, ensuring all details are considered, from error logs to system behavior, to avoid overlooking critical factors with an emphasis on finding solutions to business needs.
• Ability to critical analyze issues and use sound judgement to make decisions
• Provide clear written summaries and technical documentation for internal teams and customers, maintaining professionalism and accuracy in communication.
• Bachelor's Degree (Preferred)
• Jamf 400 (Preferred)
• Jamf 370 (Preferred)

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.
• Acknowledging the Jamf Code of Conduct, where applicable security and privacy policies can be found, is a requirement of all roles at Jamf.

Pay Transparency
At Jamf, base pay is one part of our total compensation package and is set within a defined range. These ranges can vary based on hiring location. Where an individual's pay falls within that range depends on several factors, including role scope, location, budget, skills, experience, and qualifications. This approach helps ensure fair, competitive pay and provides room to grow as you develop in your role.

The national pay transparency range below represents all U.S. locations and accounts for geographic differences in pay, resulting in a broader range.

National Pay Transparency Range

$64,800-$138,200 USD