Remote Enterprise Support Engineer I

At Jamf, people are at the core of everything we do. We do what’s right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizations succeed with Apple.

Jamf offers remote, hybrid, and in-office positions. Work in the office, connect remote from your home, or find the blend that works best for your role.

We are only able to accept applications for those based in Taiwan and have sponsorship to live and work in Taiwan.  #LI-Hybrid

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) works to provide direct technical support for customers that have elected Premium Support or are strategically valuable to Jamf. The ESE demonstrates proficiency in concepts and practices involving mobile device management. 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.

What you can expect to do in this role:

• 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

What we are looking for:

• 4 year/Bachelor’s Degree (Preferred), or a combination of relevant experience and education considered.
• Preferred Certifications/Licensures: Jamf 100, Jamf 200, Jamf 300
• Chinese Language - Native (Required)
• English Language Proficiency (Required)
• Korean Language Proficiency (Preferred)
• Minimum of 2 Years Proven ability to excel at troubleshooting technical issues and finding solutions for business needs (Required)
• Minimum of 2 Years Experience with Client Management software, enterprise environment, and Macintosh experience desired (Required)
• Minimum of 2 Years Ability to critically analyses issues and use judgment to make decisions (Required)
• Minimum of 2 Years Working knowledge of the architecture and tools relevant to implementation of Jamf products (Required)
• Minimum of 2 Years ability to understand and explain technical concepts related to Device Management (Required)
• At least 1 Year Knowledge of Jamf product offerings and peripheral technologies (Preferred)
• Apple Platform knowledge (Preferred)

How we help you reach your best potential:

• Named a 2023 Best Workplaces for Women™ by Great Place to Workand Fortune Magazine
• Named a 2024 Best Companies to Work For by U.S. News
• Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
• Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
• We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
• Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 70,000 global customer base.
• Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!

What is a Jamf?

You go above and beyond for others, are willing to help, and support the team around you. You value and learn from different perspectives. You are curious and resourceful, a problem-solver, self-driven and constantly improving. You are excited to try new things, explore new ideas, and seek new opportunities. You care about inclusion and diversity, social responsibility, and are someone who just wants to do the right thing.

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, IT and security teams are able to confidently manage and protect Mac, iPad, iPhone and Apple TV devices, easing the burden of updating, deploying and securing the data used by their end-users. Jamf’s purpose is to simplify work by helping organizations manage and secure an Apple experience that end-users love and organizations trust.

We are free-thinkers, can-doers and problem crushers with a passion for helping customers empower their workforce to focus on their jobs, not the hassles of managing technology – freeing nurses to care, teachers to teach and businesses to thrive. We have over 2,500 employees worldwide who are encouraged to bring their whole selves to work each and every day.

Get social with us and follow the conversation at #OneJamf

Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs.