At Jamf, we believe in an open, flexible culture based on respect and trust. We empower people to be their best selves and do their best work. The Enterprise Support Engineer 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.
Requirements
- 4 Year / Bachelors Degree (Preferred)
- A combination of relevant experience and education may be considered
- Preferred Certifications/Licensures: Jamf 400, Jamf 370
- Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment (Required)
- Excellent written and verbal communication skills, with the ability to translate complex technical details into clear, customer-friendly language.
- Fluency in both Japanese and English proficiency (required), including professional corporate customer communication (verbal/written, documentation, presentations)
- 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
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Tuition Reimbursement
- Relocation Assistance
