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 take pride in helping tens of thousands of customers around the globe succeed with Apple.The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.
What you’ll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work. The Technical Support Engineer (TSE) serves as a primary escalation point for customers experiencing advanced technical issues. This position will diagnose and resolve issues with the installation, performance, and integration of Jamf products and supporting technologies. The TSE position provides advanced assistance through working with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements. This position communicates directly with customers and notifies them of resolution updates, as needed.This role is 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:
- Serve as the primary point of escalation for customers experiencing technical issues.
- Diagnose and resolve issues across the full suite of Jamf and periphery products.
- Track and manage escalations, ensuring issues are resolved according to established SLAs.
- Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements.
- Keep customers informed about the status of their issues and provide regular updates on progress.
- Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
- Share best practices with the support team to help improve the overall efficiency of support processes.
- Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting.
- Collaborate with customers’ technical teams to address integration challenges.
- 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.
What we are looking for:
- Minimum 2 years of customer support experience, preferably in a SaaS or technology environment
- Excellent written and verbal communication skills, with the ability to translate complex technical details into clear, customer-friendly language.
- Strong technical troubleshooting skills, with knowledge of log analysis, debugging, and system diagnostics.
- Familiarity with cloud-based infrastructure (e.g., AWS, Azure, GCP).
- Experience with APIs, web technologies, networking and databases (e.g., SQL).
- Basic scripting or coding knowledge (e.g., Python, Bash) to assist in automation and troubleshooting.
- Strong problem-solving abilities with a customer-first mentality.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Empathetic and patient in dealing with customer issues.
- Highly organized, with attention to detail and accuracy.
- Self-motivated with a proactive approach to resolving customer issues.
- Passion for learning and staying up to date with the latest technologies and trends.
- A team player who can collaborate effectively across departments and with both technical and non-technical teams.
- Skilled with CRM and support tools (e.g., ServiceNow, Intercom, or similar).
- Leads peers and others through change; champions change in the face of uncertainty.
- Ability to remain calm and professional in high-pressure or critical situations.
- Jamf 300 (preferred).
- Jamf 400 (preferred).
How we help you reach your best potential:
- Named a 2023 Best Workplaces for Women™ by Great Place to Work and Fortune Magazine.
- Named a 100 Best Companies to Work For by Great Place to Work® and Fortune Magazine.
- Named a 2024 Best Companies to Work For by U.S. News.
- We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
- Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 70,000 global customer base.
- Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!
What it means to be a Jamf?
We are a team of free-thinkers, can-doers, and problem-crushers. We value humility and the relentless pursuit of knowledge. Our culture flows from a spirit of selflessness and relentless self-improvement - driving both personal growth and collective progress throughout our company. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace.Our aim is simple: hire exceptionally good people who are incredibly good at what they do and let them do it. We provide the support and resources to let everyone be their authentic, best selves at work, at rest, and at play. We are committed to supporting the continual improvement of Apple in the workplace, the organizations that rely on them and the people who keep it all running smoothly.Above it all, waves our banner of #OneJamf – and the knowledge that when we stand together, we accomplish so much more than we could alone. We seek individuals who share this unwavering journey toward growth to join us in our quest for constant improvement.
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, customers are able to confidently automate Mac, iPad, iPhone and Apple TV deployment, management, and security – anytime, anywhere – to protect the data and applications used by employees in the workplace, students learning in the classroom, and streamline communications in healthcare between patients and providers. More than 2,500 Jamf strong worldwide, we are free-thinkers, can-doers, and problems crushers who are encouraged to bring their whole selves to work each and every day.Get social with us and follow the conversation at #OneJamf
Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at recruiting@jamf.com
