Enterprise Support Engineer | Tier 3

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 offers remote and hybrid positions. Depending upon the role, 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 Enterprise Support Engineer (ESE) works to provide direct technical support for customers that have elected Premium Support or are strategically valuable to Jamf. The ESE demonstrates proficiency in concepts and practices involving mobile device management. The ESE works closely with the Enterprise Customer Success Manager to assure a successful deployment. The ESE is responsible for supporting and troubleshooting issues with the installation, performance, and integration of Jamf products and supporting technologies. The ESE serves as a point of contact for all technical inquiries and escalations.

This role is remote/hybrid in India. We are only able to accept applications for those based in India or have sponsorship to live and work in India. We are looking for a candidate who wants to work hybrid from the Bangalore office half of the week.

What you can expect to do in this role:

• Work directly with customers to troubleshoot, recreate, and/or resolve support issues related to Jamf products and supporting technologies
• Aid in the documentation of infrastructure of complex environmental setups to ensure highest possible availability and distributed systems of large environments
• Phone, email, and chat support for technical questions related to Jamf products
• Provide case management to ensure target response times are met
• As a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment.
• 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
• Serves as a topic expert in one or more key product features
• Flexibility to travel and shadow onsite engagements and troubleshooting
• Occasionally be available for Support issues outside of normal business hours
• Reproduce and submit Product Issues and Feature Requests
• Work cross departmentally as required to resolve customer issues
• Other duties and special projects as assigned
• Occasionally be available to work On-Call shifts over the weekend
• Create and maintain internal and external documentation related to technical topic specialties

What we are looking for:

• Advanced communication in English and Hindi (Required)
• Minimum of 2 years proven ability to excel at troubleshooting technical issues and finding solutions for business needs (Required)
• Minimum of 2 years experience with Client Management software, enterprise environment, and Macintosh experience desired (Preferred)
• Minimum of 2 years ability to critically analyze issues and use judgment to make decisions (Required)
• Minimum of 2 years Working knowledge of the architecture and tools relevant to implementation of Jamf products (Required)
• Minimum of 2 years ability to understand and explain technical concepts related to Device Management (Required)
• Minimum of 1 year knowledge of Jamf product offerings and peripheral technologies (Preferred)
• Apple Platform knowledge (Preferred)

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 to try new things, explore new ideas, and seek new opportunities. You care about inclusion and diversity, social responsibility, and are someone who just wants to do 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.

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