Enterprise Support Engineer

Role Overview

• 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, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment.
• 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/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.
• Other duties as assigned.

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
• Provide clear written summaries and technical documentation for internal teams and customers, maintaining professionalism and accuracy in communication.

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• Jamf
• Python
• ServiceNow
• SQL

Benefits

• Named a 2025 Best Companies to Work For by U.S. News
• Named a 2025 Newsweek America’s Greatest Workplaces for Gen Z
• Named a 2024 Best Technology Company to Work For by U.S. News
• Named one of Forbes Most Trusted Companies in 2024
• Named a 2024 Best Companies to Work For by U.S. News
• Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
• Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
• 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 75,000 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!