Technical Support Escalation Engineer

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.

This role is offered as a hybrid in London, the United Kingdom. We are only able to accept applications for those based in the UK or who have sponsorship to live and work in the UK. #LI-Hybrid

What you’ll do at Jamf:

At Jamf, we empower people to be their best selves and do their best work.

The Technical Support Escalation Engineer (TSEE) will have a deep understanding of Jamf’s product features, functionality, and use cases. This position works closely with the product, engineering, and support teams to ensure issues are effectively triaged and resolved. The TSEE is a subject matter expert for not only Jamf-specific technologies, but also industry technology updates. This position works closely with customers through multiple means of communication, including potential on-site assistance as needed.

What you can expect to do in this role:

• Assist Support Engineers on issues escalated to the Product Specialist team.
• Develop a deep understanding of Jamf’s product features, functionality, and use cases.
• Work closely with the product, engineering, and support teams to ensure issues are effectively triaged and resolved.
• Case ownership, as appropriate.
• Innovative solutions provided for both internal and external needs.
• Resident (Subject Matter) Expert with Jamf specific technologies as well as industry technologies.
• Keep customers informed about the status of their issues and provide regular updates on progress.
• Fielding highly visible, sensitive, and strategic scenarios on a regular basis.
• Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
• Manage technically complex problems while also handling politically sensitive situations requiring the highest level of skill.
• On call and onsite coverage (including travel), as agreed.
• Other duties as assigned.

What we are looking for:

• 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).
• Adept with APIs, web technologies, networking and databases (e.g., SQL).
• Comfortable with scripting or coding (e.g., Python, Bash) to assist in automation and troubleshooting.
• Handle challenging customer interactions with diplomacy and tact, diffusing tension and focusing on resolution rather than blame.
• Maintain composure and professionalism in high-pressure situations, such as major service outages or escalations, ensuring customers feel confident in your ability to resolve their issues.
• Self-motivated with a proactive approach to resolving customer issues.
• 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
• Positive and collaborative attitude and presence both internally and externally
• Actively seek opportunities for self-improvement, staying current with the latest industry trends, technologies, and best practices.
• Continuously expands knowledge of Jamf’s product and related technologies, becomes a go-to resource for peers and other stakeholders within Jamf.
• Proactively share insights, best practices, and technical knowledge with peers and other teams, contributing to a culture of learning and collaboration.
• Exhibit a strong sense of responsibility for finding solutions, demonstrating persistence and dedication to solving even the most difficult problems.
• Getting on calls with the customer when (ideally before) it is necessary.
• Bachelor’s Degree (preferred) and/or 5+ years in a customer support or technical support role, preferably in a SaaS or technology environment
• Jamf 400 (preferred)
• Jamf 370 (preferred)
• Jamf Management Integrator Certification (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 2024 Best Companies to Work For by U.S. News
• You will have the opportunity to make a real and meaningful impact for more than 70,000 global customers with the best Apple device management solution in the world.
• We constantly push the boundaries of technology, our developers support new innovations and OS releases the moment they are made available by Apple.
• Several Jamf engineers are named in patents and with team names like CatDog, ThunderSnow and Dalek you can expect to have some fun while building cutting-edge software.
• You will have the opportunity to work with a small and empowered team where the culture is based on trust, ownership, and respect.
• We offer a clear career path that enables you to grow under supportive leadership and management
• Visit our Jamf Engineering blog to learn more about the innovative projects our team is working on and what we learn from each challenge we solve. A blog written by engineers, for engineers at https://engineering.jamf.com/

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

Read Full Description