Enterprise Support Engineer
Core
Primary escalation point and initial entry for Premium Support customers facing advanced technical issues with device management and security solutions.
Role type
Senior Enterprise Support Engineer (SaaS)
Builds
Jamf products (device management and security) for enterprise customers
Domain
Enterprise IT, Device Management, Security, SaaS
Deliverable
client delivery
Required skills
Advanced technical troubleshooting, log analysis, debugging, system diagnostics, API integration, cloud infrastructure knowledge, SQL, root cause analysis
Preferred skills
Code reading and logic adjustment, change management leadership, technical documentation
Technologies
AWS, Azure, GCP, SQL, ServiceNow, Intercom, Jamf products
Responsibilities
Diagnose and resolve complex technical issues across the full product suite; act as a customer advocate and account steward; collaborate with engineering teams to identify bugs and provide feedback; maintain and increase customer satisfaction; contribute to internal and external knowledge bases; provide support for APIs and third-party integrations; identify patterns in support cases to improve products and processes.
Seniority
Senior, hands-on IC
