Jamf is hiring a

Technical Support Engineer I

Remote

Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. 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 a group of curious, self-starters 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 2,000 employees worldwide with offices in the U.S., Europe, Japan, and Australia. To learn more visit: https://www.jamf.com/careers.

Jamf operates as a choice-based office model. Choose an assigned desk, a shared desk, or connect remote from your home office.  

 

What you'll do at Jamf:
The Technical Support Engineer position works within the Technical Support department, as part of the Product Development and Delivery team, to provide technical support for customers related to the installation, troubleshooting and integration of Jamf products and supporting technologies. The position provides direct assistance to customers as an escalation point for complex issues and also works with our premium customers. The position also actively participates in the creation, maintenance, and sharing of technical information and documentation related to core Jamf products and supporting technologies. The position helps onboard new employees, and helps mentor, advise, and train employees on both technical and soft skills.

 

Responsibilities:

  • 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 (email, phone, screen sharing, etc.). Be 3D.
  • 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
  • Other duties and special projects as assigned
  • Onboard and mentor new employees in a one-on-one, or one-to-few setting.

Requirements:

  • 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 (Required)
  • 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
  • Strong problem-solving skills
  • High School Diploma or GED (Required)
  • 4 Year / Bachelors Degree (Preferred)
  • A combination of relevant experience and education may be considered

 

How we help you reach your best potential:

  • Recently named a Best Workplace in Technology, Fortune Magazine 2021.
  • We know that big ideas can come from anyone, so we empower everyone to make an impact. Our more than 90% employee retention rate agrees! 
  • You will have the opportunity to make a real and meaningful impact for more than 50,000 global customers with the best Apple device management solution 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

You are the right kind of Jamf if:
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 a problem solver, curious and resourceful, self-driven and constantly improving. You roll up your sleeves and dig in. 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 just wants to do the right thing.

Why Jamf?
Our mission is simple; we help organizations succeed with Apple. At Jamf, we put people first. We strive to do what’s right – for our customers, our employees, and our communities. In the spirit of our values of selflessness and relentless self-improvement, we seek to learn, engage, and grow. We better ourselves for the betterment of others. All voices are critical to the innovative and collaborative work that we do. It is important that all of our Jamfs feel comfortable being their truest selves at work. Be your best self, and let your individuality shine at Jamf!

Get social with us: InstagramLinkedIn, Facebook or follow the conversation at #OneJamf

#LI-REMOTE

Looking for a job?

Technical Support Engineer I at Jamf looks great, right? We have dozens of similar job posts on our site, interested? Leave your email and we'll send the best matches.