Enterprise Support Engineer, Japan

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. What you’ll do at Jamf: At Jamf, we empower people to be their best selves and do their best work. At Jamf, we empower people to be their best selves and do their best work. The Enterprise Support Engineer (ESE) serves as a primary escalation point for customers experiencing advanced technical issues, in addition to acting as an initial point of entry for customers and partners that have elected Premium Support or are strategically valuable to Jamf. The ESE demonstrates proficiency in concepts and practices involving device management and security. The ESE works closely with the Enterprise Customer Success Manager to ensure a successful deployment. The ESE is responsible for supporting and troubleshooting issues with the installation, performance, and integration of Jamf products and supporting technologies. The ESE serves as a point of contact for all technical inquiries and escalations.  This role if offered as remote in Japan. You may be required to work periodically at a Jamf office or collaborative work location with other Jamf employees in your area for certain events or moments that matter. We are only able to accept applications for those based in Japan and have sponsorship to live and work in Japan.  # LI -Remote What you can expect to do in this 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. Use logs, debugging tools, and root cause analysis to efficiently solve technical problems. Act as a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment. Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements. Interface with product development and support teams to share client feedback, generate requirements and evaluate and test new product solutions Maintain and increase customer satisfaction and ensure retention Keep customers informed about the status of their issues and provide regular updates on progress. Serve as a topic expert in one or more key product features Contribute to internal and external knowledge bases through the creation and continual review of 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 to address challenges. Build strong relationships with enterprise customers, acting as their advocate within the company. 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. What we are looking for: 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, with the ability to translate complex technical details into clear, customer-friendly language. Fluency in both Japanese and English proficiency (required), including professional corporate customer communication (verbal/written, documentation, presentations) 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). Working knowledge of the architecture and tools relevant to implementation of Jamf products. Basic scripting or coding knowledge (e.g., Python, Bash) to assist in automation and troubleshooting. Strong problem-solving abilities with a customer-first mentality. Advanced technical knowledge and an aptitude for learning new software systems. 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. 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. Actively seek opportunities for self-improvement, staying current with the latest industry trends, technologies, and best practices. Ability to remain calm and professional in high-pressure or critical situations. Be able to identify not just the symptoms of a problem but understand and address the underlying cause to prevent recurring issues. A meticulous approach to troubleshooting, ensuring all details are considered, from error logs to system behavior, to avoid overlooking critical factors with a