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 operates as a choice-based office model. Choose to work in the office, connect 100% remote from your home, or find the blend that works best for you.
What you’ll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work. The Technical Support Engineer position works to provide 3rd line technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. They will provided direct assistance to customers as an escalation point for complex issues and also works with our premium customers.
They also actively participates in the creation, maintenance, and sharing of technical information and documentation related to core Jamf products and supporting technologies. Technical Support Engineer helps onboard new employees, and helps mentor, advise, and train employees on both technical and soft skills.
This role is remote in the the United Kingdom. We are only able to accept applications for those based in the United Kingdom or have sponsorship to live and work in the United Kingdom.
What you can expect to do in this role:
- Utilize available resources to independently resolve support issue
- Work directly with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
- Act as an escalation point for technical questions and case consultations for our most complex standard support issues and environments, and working with our enterprise customers
- The position also actively participates cross-departmentally and cross-regionally in the creation, maintenance, and sharing of technical information and documentation related to core Jamf products and supporting technologies.
- Conduct technical training on core products and supporting technologies for both internal and external users
- Use judgment to determine the appropriate channel of response and effectively communicate through that channel (email, phone, screen sharing, etc.)
- Work closely with Product Specialists and Product Management to submit and evaluate Product Issues and feature requests respectively.
- Occasionally be on call for Support issues outside of normal business hours
- Work cross departmentally as required to resolve customer issue
- Maintain case management to ensure that target response times are met
- Onboard and mentor new employees in a one on one, or one to few setting.
- Other duties and special projects as assigned
What we are looking for:
- Professional working proficiency in English and German (Required)
- Minimum of 2 years ability to troubleshoot issues related to systems, networks, and hardware (Required)
- Minimum of 2 years experience using command-line tools (Required)
- Minimum of 2 years experience with MacOS and server platforms (Preferred)
- Minimum of 2 years exceptional customer service skills along with the ability to interact with internal and external customers
- Minimum of 2 years experience in technical support and/or systems administration (Required)
- Ability to communicate complex technical terms in an easy to understand, non-technical manner
- Apple Platform experience
- Strong problem-solving skills
How we help you reach your best potential:
- Named a Fortune Best Workplace in Technology, 2021
- 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 60,000 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!
- Our volunteer time off allows employees to support and give back to our communities.
- We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful.
- 23 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes).
- Over 100,000 Jamf Nation users, the largest online IT community in the world.
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 by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You’re not a jerk. You are someone who cares about doing 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
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