Technical Support Engineer I
Jamf

Jamf

Technical Support Engineer I

  • Permanent contract 
  • Possible full remote

The company

Jamf

Jamf

  • SaaS / Cloud Services
  • From 250 to 2000 employees

The job

Technical Support Engineer I

  • Permanent contract 
  • Possible full remote

Who are they?

Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people love to businesses, schools, and government organizations by simplifying Mac, iPad, iPhone and Apple TV deployment, management and security — anytime, anywhere.

We are a company full of free thinkers, can-doers and problem crushers with a passion for helping people educate, care and succeed with Apple technology. Employees have come to expect that same high-quality experience at work as they enjoy in their personal lives, however many organizations rely on legacy solutions to administer Apple devices or do not give employees a choice. Jamf’s cloud software is the only vertically-focused Apple infrastructure and security platform of scale in the world. Freeing nurses to care, teachers to teach and businesses to thrive.

More than 38,000 global customers rely on Jamf to help them succeed with Apple. We have over 1,300 employees worldwide with offices in the U.S., Europe, Japan, and Australia.

Jamf
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Job description

At Jamf, we empower people to be their best selves and do their best work. The Technical Support Engineer position works to provide 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.

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

This role is remote in Czech Republic. We are only able to accept applications for those based in Czech Republic or have sponsorship to live and work in Czech Republic.

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 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.

Preferred experience

  • 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)
  • Professional working proficiency in German and English (Required)
  • Ability to communicate complex technical terms in an easy to understand, non-technical manner
  • Apple Platform experience
  • 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
Jamf

Jamf

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