Enterprise Support Engineer in City of Westminster

At Jamf, we empower people to be their best selves and do their best work. As an Enterprise Support Engineer, you will serve as a primary escalation point for customers experiencing advanced technical issues and act as an initial point of contact for Premium Support customers. You will demonstrate proficiency in device management and security while working closely with Enterprise Customer Success Managers to ensure successful deployments.

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, demonstrating relentless commitment to developing effective solutions to optimize customer deployments.
• 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 and 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.

Qualifications

• 3+ years in technical support, preferably in a SaaS environment.
• Strong troubleshooting skills - log analysis, debugging, and system diagnostics.
• Experience with cloud infrastructure (AWS, Azure, GCP), APIs, databases (SQL), and basic scripting (Python, Bash).
• Experience with MDM administration.
• Working knowledge of architecture and tools relevant to Jamf product implementation.
• Excellent communication skills - ability to translate complex technical details into clear, customer-friendly language and documentation.
• Experience with CRM/support tools (e.g., ServiceNow, Intercom).
• Highly organized, detail-oriented, and able to manage multiple tasks under pressure.
• Jamf 400 and/or 370 certification (preferred).

Benefits

We are progressive but laid back. You are free to be yourself and work how you work best. Here, you manage your own day and your own work style. You will have the opportunity to work with a small and empowered team where the culture is based on trust, ownership, and respect. With hybrid and remote roles, we offer an open flexible culture based on respect and trust. Benefits are a critical part of the "whole employee experience". Our benefits package includes 30 days of paid time off, 3 paid days to volunteer, Benefit Plus cafeteria, Multisport Card, and more.

Visit our Jamf Engineering blog to learn more about the innovative projects our team is working on and what we learn from each challenge we solve. A blog written by engineers, for engineers at medium.com/jamf-engineering.