At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace. We take pride in helping tens of thousands of customers around the globe succeed with Apple.
Jamf offers remote, in-office, and hybrid roles. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.
We are only able to accept applications for those based in Australia and have full sponsorship such as Permanent Residency or Citizenship to live and work in Australia. #LI-Hybrid
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) serves as a primary escalation point for customers experiencing advanced technical issues, in addition to acting as an initial point of entry for customers and partners that have elected Premium Support or are strategically valuable to Jamf. The ESE demonstrates proficiency in concepts and practices involving device management and security. The ESE works closely with the Enterprise Customer Success Manager to ensure 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.

• Serve as the primary point of contact for Premium Support customers experiencing technical issues.
• Handle customer inquiries related to product performance, configurations, custom setups, and integrations.
• Diagnose and resolve issues across the full suite of Jamf and periphery products.
• Use logs, debugging tools, and root cause analysis to efficiently solve technical problems.
• Act as a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment.
• Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements.
• 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
• Keep customers informed about the status of their issues and provide regular updates on progress.
• Serve as a topic expert in one or more key product features
• Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
• Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting.
• Collaborate with customers’ internal teams/stakeholders to address challenges.
• Build strong relationships with enterprise customers, acting as their advocate within the company.
• Identify patterns in support cases and provide insights to improve the product or internal processes.
• Stay current on new product features, technologies, and industry trends to provide the best possible support.
• On-Call and on-site customer visits as needed.
• Other duties as assigned.