Technical Support Engineer
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Job Description
Technical Support Engineer providing advanced technical support for Jamf products and collaborating with customers to resolve issues. Role requires fluency in Japanese and English and 2+ years of customer support experience.
Responsibilities:
- 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.
Requirements:
- 4 Year / Bachelors Degree (Preferred), A combination of relevant experience and education may be considered
- Preferred Certifications/Licensures: Jamf 400, Jamf 370
- Minimum 2 years of customer support experience, preferably in a SaaS or technology environment (Required)
- Fluency in both Japanese and English proficiency (required), including professional corporate customer communication (verbal/written, documentation, presentations)
- 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.
Benefits:
- Named a 2025 Best Companies to Work For by U.S. News
- Named a 2025 Newsweek America’s Greatest Workplaces for Gen Z
- Named a 2024 Best Technology Company to Work For by U.S. News
- Named one of Forbes Most Trusted Companies in 2024
- Named a 2024 Best Companies to Work For by U.S. News
- Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
- Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
- 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 75,000 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!
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