Enterprise Support Engineer

Summary

Join Jamf as an Enterprise Support Engineer (ESE) and become a primary escalation point for customers facing advanced technical issues. You will handle customer inquiries, diagnose and resolve issues across Jamf products, and collaborate with internal teams. This role requires strong technical troubleshooting skills, excellent communication, and experience in a customer support or technical support role. Preferred qualifications include Jamf certifications and a Bachelor's degree. Jamf offers a supportive work environment, remote work options, and opportunities for career growth. The position is open to applicants based in Australia with full sponsorship.

Requirements

• Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment
• 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
• Basic scripting or coding knowledge (e.g., Python, Bash) to assist in automation and troubleshooting
• 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

Responsibilities

• 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, 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 and on-site customer visits as needed
• Other duties as assigned

Preferred Qualifications

• 4 year/Bachelor’s Degree
• Jamf 400, Jamf 370 Certifications/Licensures

Benefits

• Remote, in-office, and hybrid roles
• Clear and defined customer support career path
• Opportunities for horizontal career growth