Enterprise Support Engineer

This is a fully remote position, open to applicants in Japan.

📋 Description

• Act as the main contact for Premium Support customers facing technical challenges.

• Address customer inquiries regarding product performance, configurations, custom setups, and integrations.

• Diagnose and resolve issues across the complete range of Jamf and related products.

• Utilize logs, debugging tools, and root cause analysis to effectively resolve technical issues.

• Serve as a customer advocate and account steward, showing an unwavering commitment to developing effective solutions for challenges customers encounter in optimizing their deployments.

• Collaborate closely with product development and engineering teams to identify and rectify bugs while providing feedback for product enhancements.

• Connect with product development and support teams to relay client feedback, generate requirements, and assess and test new product solutions.

• Maintain and improve customer satisfaction and ensure client retention.

• Keep customers updated on the status of their issues and provide regular progress updates.

• Serve as a subject matter expert on one or more key product features.

• Contribute to internal and external knowledge bases by creating and continuously reviewing knowledge base articles and troubleshooting guides.

• Offer support for customers utilizing APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting.

• Work collaboratively with customers' internal teams and stakeholders to address challenges.

• Foster strong relationships with enterprise customers, acting as their advocate within the organization.

• Identify trends in support cases and provide insights for product or internal process improvements.

• Stay updated on new product features, technologies, and industry trends to provide the best support possible.

• Be available for on-call duties and on-site customer visits as necessary.

• Perform other assigned duties.

⛳️ Requirements

• Bachelor's degree (4 Year) preferred; a combination of relevant experience and education may be accepted.

• Preferred Certifications/Licenses: Jamf 400, Jamf 370.

• At least 3 years of experience in customer support or technical support roles, ideally in a SaaS or technology setting (required).

• Exceptional written and verbal communication skills, with the ability to simplify complex technical information into clear, customer-friendly language.

• Proficiency in both Japanese and English (required), including professional communication (verbal/written, documentation, presentations).

• Strong technical troubleshooting skills, with knowledge of log analysis, debugging, and system diagnostics.

• Familiarity with cloud-based infrastructures such as AWS, Azure, or GCP.

• Experience with APIs, web technologies, networking, and databases (e.g., SQL).

• Working knowledge of the architecture and tools necessary for implementing Jamf products.

• Basic scripting or coding knowledge (e.g., Python, Bash) to aid in automation and troubleshooting.

• Strong problem-solving skills with a customer-first mindset.

• Advanced technical knowledge and a willingness to learn new software systems.

• Ability to thrive in a fast-paced environment and manage multiple tasks simultaneously.

• Empathetic and patient when addressing customer concerns.

• Highly organized, with a keen attention to detail and accuracy.

• Self-motivated with a proactive approach to resolving customer issues.

• A team player capable of collaborating effectively across departments and with both technical and non-technical teams.

• Proficient with CRM and support tools (e.g., ServiceNow, Intercom, or similar).

• Guides peers and others through change, championing change in uncertain environments.

• Actively seeks opportunities for self-improvement by staying current with the latest industry trends, technologies, and best practices.

• Maintains composure and professionalism in high-pressure or critical situations.

• Capable of identifying not only the symptoms of a problem but also understanding and addressing the root cause to prevent recurring issues.

• Employs a meticulous approach to troubleshooting, considering all details from error logs to system behavior to avoid overlooking vital factors and focusing on solutions to business needs.

• Able to critically analyze issues and use sound judgment to make informed decisions.

• Delivers clear written summaries and technical documentation for internal teams and customers, maintaining professionalism and accuracy in communication.

🏝️ Benefits

• Recognized as a 2025 Best Companies to Work For by U.S. News.

• Honored as a 2025 Newsweek America’s Greatest Workplaces for Gen Z.

• Named a 2024 Best Technology Company to Work For by U.S. News.

• Acknowledged as one of Forbes' Most Trusted Companies in 2024.

• Named a 2024 Best Companies to Work For by U.S. News.

• Recognized as a 2024 Newsweek America's Greatest Workplaces for Parents & Families.

• Honored as a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®.

• We provide training and allow you the space to grow; we offer a clear and defined career path in customer support, while also encouraging exploration of horizontal career growth to discover new interests and opportunities.

• Our Support teams are the technical experts resolving both significant and minor issues for our loyal customer base. Technical support is human support, and you will recognize the real and meaningful impact you have on our over 75,000 global customers.

• Our customers are among the most loyal worldwide; we prioritize people over profits—this is why our customers continue to return to us!