Remote Enterprise Support Engineer I

Summary

Join Jamf, a company that simplifies technology for tens of thousands of customers worldwide, as an Enterprise Support Engineer. This role involves providing direct technical support to customers, troubleshooting issues with Jamf products and supporting technologies, and serving as a point of contact for all technical inquiries and escalations.

Requirements

• 4 year/Bachelor’s Degree (Preferred), or a combination of relevant experience and education considered
• Chinese Language - Native (Required)
• English Language Proficiency (Required)
• 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)

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

Preferred Qualifications

• At least 1 Year Knowledge of Jamf product offerings and peripheral technologies (Preferred)
• Apple Platform knowledge (Preferred)