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Hybrid Enterprise Support Engineer

at Jamf
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Posted last month

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About the role

  • 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 using logs, debugging tools, and root cause analysis
  • Act as a customer advocate and account steward to develop effective solutions and ensure successful deployment
  • Work closely with Enterprise Customer Success Managers, product development, and engineering teams to identify and resolve bugs and provide product feedback
  • Interface with product development and support teams to share client feedback, generate requirements, and evaluate/test new product solutions
  • Maintain and increase customer satisfaction and ensure retention; keep customers informed with regular updates
  • Serve as a topic expert in one or more key product features and contribute to 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 and build strong relationships acting as their advocate within the company
  • Identify patterns in support cases and provide insights to improve product or internal processes
  • Stay current on new product features, technologies, and industry trends; participate in on-call and on-site customer visits as needed
  • Other duties as assigned

Requirements

  • 4 Year / Bachelors Degree (Preferred); a combination of relevant experience and education may be considered
  • Preferred Certifications/Licensures: Jamf 400, Jamf 370
  • Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment (Required)
  • Excellent written and verbal communication skills; translate complex technical details into customer-friendly language
  • Fluency in both Japanese and English (required), including professional corporate customer communication (verbal/written, documentation, presentations)
  • Strong technical troubleshooting skills, including 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)
  • Working knowledge of the architecture and tools relevant to implementation of Jamf products
  • Basic scripting or coding knowledge (e.g., Python, Bash)
  • Skilled with CRM and support tools (e.g., ServiceNow, Intercom, or similar)
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously
  • Empathetic and patient in dealing with customer issues; ability to remain calm and professional in high-pressure situations
  • Self-motivated, highly organized, attention to detail
  • Lead peers through change; champion change in uncertainty
  • Provide clear written summaries and technical documentation for internal teams and customers
  • Must be based in Japan and have sponsorship to live and work in Japan (applications only accepted for those based in Japan)

Benefits

  • Work-life balance remains a priority; open, flexible culture based on respect and trust.
  • Remote role in Japan with periodic in-office or collaborative work location attendance for events or moments that matter.
  • Training and professional development; "We train and we then we give you the room to grow."
  • Clear and defined customer support career path and opportunities for horizontal career growth.
  • Inclusive and supportive work environment with accommodations for disabilities or religious beliefs (contact [email protected]).
  • Opportunity to make meaningful impact supporting more than 75,000 global customers.

Job title

Enterprise Support Engineer

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Tech skills

AWSAzureCloudGoogle Cloud PlatformJamfPythonServiceNowSQL

Location requirements

HybridJapan

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