Enterprise Support Engineer

Overview In this role you support Premium customers by solving advanced technical issues across Jamf’s product suite. You act as a key escalation point and collaborate with product teams to fix bugs and improve solutions. You help customers optimize deployments, provide knowledge resources, and maintain high satisfaction. The role combines hands-on troubleshooting with customer advocacy in a fast-paced, cross-functional environment. Compensation / Benefitshybrid or remote work optionscareer progression and growthinclusive, high-trust culturerecognition as a leading employerpay transparencystrong customer focus and stability ResponsibilitiesServe as the primary contact for Premium Support customers with technical issuesHandle inquiries related to product performance, configurations, and integrationsDiagnose and resolve issues across RapidIdentity productsUse logs, debugging tools, and root cause analysis to troubleshoot problemsAdvocate for customers and drive effective deployment solutionsCollaborate with product development and engineering to identify bugs and improvementsShare feedback with product teams and help test new solutionsMaintain customer satisfaction and retention through proactive updatesDevelop and maintain knowledge base and troubleshooting guidesProvide API and third‑party integration supportCollaborate with customer teams to address challengesBuild strong enterprise relationships and act as customer advocateIdentify patterns to improve product and internal processesStay current with features, technologies, and industry trendsOn-Call as neededOther duties as assigned Key requirementsMinimum 3 years in a customer or technical support role in SaaS or technologyAbility to read code and troubleshoot logic issuesExcellent written and verbal communication translating technical details for customersStrong technical troubleshooting with log analysis and diagnosticsFamiliarity with cloud infrastructure (AWS, Azure, GCP)Experience with APIs, web technologies, networking and databases (SQL)Working knowledge of Jamf product architecture and implementation toolsStrong problem-solving with a customer-first mindsetAdvanced technical knowledge and ability to learn new softwareAbility to work in a fast-paced environment and manage multiple tasksEmpathetic and patient in customer interactionsHighly organized with attention to detail and accuracySelf-motivated with proactive issue resolutionTeam player with cross-department collaborationCRM and support tools experience (e.g., ServiceNow, Intercom)Leads peers through change and embraces new practicesContinuous learning and staying up-to-date with industry trendsAbility to remain calm in high-pressure situationsAbility to identify root causes and prevent recurrenceClear written summaries and technical documentation for teams and customersBachelor’s Degree (Preferred)Jamf 400 (Preferred)Jamf 370 (Preferred)EmpathyClear communicationCustomer-first mentalityLog analysisDebugging and system diagnosticsCloud platforms (AWS, Azure, GCP)