Senior Customer Success Engineer

What you'll do at Jamf:

The Senior Customer Success Engineer is responsible for assisting customers in implementing Jamf products, and the training of customers related to the implementation, adoption, and administration of Jamf products and related technologies.

The primary responsibility of this position is to drive adoption and create customer loyalty by assisting with the implementation of multiple Jamf products, features, and workflows that can be complex in nature. Providing setup assistance, training and guidance for new or existing administrators on complex topics that may require environmental customizations. This individual delivers primarily remote assistance to administrators, with an emphasis on administrators wishing to fully utilize Jamf product features and integrations. This is often done by guiding customers through very complex processes in a friendly and efficient manner whilst building positive working relationships. This role is also responsible for identifying, delivering and promoting the training and mentoring of other Customer Experience staff, as well as providing feedback to product and engineering teams to help inform product roadmaps in areas of expertise.

This role requires the Senior Customer Success Engineer to periodically be in-person in the Minneapolis, MN; Eau Claire, WI; or Austin, TX Jamf office.

What you can expect to do this role:

• Complete new customer onboarding tasks including configuration for complex use cases and best practice recommendations.
• Develop and maintain expert knowledge of relevant Jamf products, Apple products, and related technologies as measured by certifications and Jamf training completion.
• Proactively identify and develop departmental and cross-team documentation
• Identify requirements and solutions for mentoring and technical enablement opportunities for teammates and other colleagues.
• Act as the Voice of the Customer to provide on-going technical insight and raise, track and follow-up on feature requests with Product to improve the customer experience.
• Deliver technical training to the customer as necessary to find success with Jamf solutions.
• Coordinate with Jamf Customer Success Managers to ensure alignment on customer needs and opportunities.
• Apply systematic troubleshooting, problem-solving and a Problem Management mindset to ensure successful implementation and long-term sustainability for customer environments.
• Other duties and special projects as assigned.
• Perform all job responsibilities in alignment with the core values, mission, and purpose of the organization.
• Adhere to the highest moral, ethical, and legal standards to deliver an environment that promotes and respects innovation and creativity.
• Support and promote a positive, inclusive workplace in which the talents and strengths of our increasingly diverse workforce are welcomed, further developed, and manifested in our work.

What we are looking for:

• Minimum of 6 years' experience successfully supporting enterprise technology in production environments (Required).
• Minimum of 6 years' experience demonstrating exceptional customer service skills (Required).
• Excellent written and verbal customer communication skills (Required).
• Highly skilled in communicating complex technical concepts in an easy-to-understand, non-technical manner (Required).
• Excellent knowledge of networking fundamentals (TCP/IP, DNS, VPN) (Required).
• Minimum of 2 years' experience working with IdPs (Required)
• Apple platform proficiency (Required).
• 3 years' experience scripting and working with APIs (Preferred).
• Experience of providing technical training and associated best practices (Preferred).
• Advanced knowledge of Jamf products and/or Apple technologies (Preferred).
• Strong familiarity and/or practical experience with mobile technology including Mobile Device Management and/or Unified Endpoint Management solutions (Preferred).
• Familiarity with Agile development methodology (Preferred).
• Travel 5-10%

EDUCATION & CERTIFICATIONS:

• High School Diploma / GED Equivalent (Required).
• 4 year / Bachelor's Degree(Preferred).
• Jamf's Admin level certifications (Preferred).

#LIHybrid

SECURITY AND PRIVACY REQUIREMENTS

• Participation in ongoing security training is mandatory.
• Established security protocols will be adhered to, sensitive data will be handled responsibly, and data protection practices are followed, including understanding relevant privacy regulations and reporting breaches.
• Acknowledging the Jamf Code of Conduct, where applicable security and privacy policies can be found, is a requirement of all roles at Jamf.

How we help you reach your best potential:

• 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
• Named a 2023 Best Workplaces for Women by Great Place to Work and Fortune Magazine
• We know that big ideas can come from anyone, so we empower everyone to make an impact. Our 90% employee retention rate agrees!
• 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 put people over profits - which is why our customers keep coming back to us.
• Our volunteer time off allows employees to support and give back to our communities.
• We encourage you to simply be you. We constantly seek and value different perspectives to ensure Jamf is a place where everyone feels comfortable and can be successful.
• 22 of 25 world's most valuable brands rely on Jamf to do their best work (as ranked by Forbes).
• Over 100,000 Jamf Nation users, the largest online IT community in the world