Senior Customer Success Engineer

Summary

Join Jamf as a Senior Customer Success Engineer and help customers implement and utilize Jamf products. This UK-based role requires driving customer adoption, providing technical training and support, and collaborating with internal teams. You will be responsible for complex implementations, developing expertise in Jamf and Apple technologies, and contributing to product improvement. The ideal candidate possesses extensive experience in enterprise technology support, exceptional customer service skills, and strong technical communication abilities. Jamf offers a flexible work environment and a supportive culture.

Requirements

• Minimum of 6 years' experience successfully supporting enterprise technology in production environments
• Minimum of 6 years' experience demonstrating exceptional customer service skills
• Excellent written and verbal customer communication skills in both English and German/French language
• Highly skilled in communicating complex technical concepts in an easy-to-understand, non-technical manner
• Excellent knowledge of networking fundamentals (TCP/IP, DNS, VPN)
• Minimum of 2 years’ experience working with IdPs
• Apple platform proficiency
• High School Diploma / GED Equivalent

Responsibilities

• Assist customers in implementing Jamf products
• Train customers on the implementation, adoption, and administration of Jamf products and related technologies
• Drive adoption and create customer loyalty by assisting with the implementation of multiple Jamf products, features, and workflows
• Provide setup assistance, training and guidance for new or existing administrators on complex topics
• Deliver primarily remote assistance to administrators
• Guide customers through complex processes in a friendly and efficient manner
• Identify, deliver and promote the training and mentoring of other Customer Experience staff
• Provide feedback to product and engineering teams to help inform product roadmaps
• Complete new customer onboarding tasks including configuration for complex use cases and best practice recommendations
• Develop and maintain expert knowledge of relevant Jamf products, Apple products, and related technologies as measured by certifications and Jamf training completion
• Proactively identify and develop departmental and cross-team documentation
• Identify requirements and solutions for mentoring and technical enablement opportunities for teammates and other colleagues
• Act as the Voice of the Customer to provide on-going technical insight and raise, track and follow-up on feature requests with Product to improve the customer experience
• Deliver technical training to the customer as necessary to find success with Jamf solutions
• Coordinate with Jamf Customer Success Managers to ensure alignment on customer needs and opportunities
• Apply systematic troubleshooting, problem-solving and a Problem Management mindset to ensure successful implementation and long-term sustainability for customer environments
• Perform all job responsibilities in alignment with the core values, mission, and purpose of the organization
• Adhere to the highest moral, ethical, and legal standards to deliver an environment that promotes and respects innovation and creativity
• Support and promote a positive, inclusive workplace in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed, and manifested in our work
• Other duties and special projects as assigned

Preferred Qualifications

• 3 years’ experience scripting and working with APIs
• Experience of providing technical training and associated best practices
• Advanced knowledge of Jamf products and/or Apple technologies
• Strong familiarity and/or practical experience with mobile technology including Mobile Device Management and/or Unified Endpoint Management solutions
• Familiarity with Agile development methodology
• 4 Year / Bachelor’s Degree
• Jamf’s Associate, Tech and Admin level certifications

Benefits

• Remote, in-office, and hybrid roles
• Volunteer time off