Senior Customer Success Engineer with German

Jamf; Hamburg; Hybrid; EUR 50.000 - 90.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Senior Customer Success Engineer who will play a pivotal role in ensuring customer satisfaction and success with their innovative product offerings. This role involves assisting customers with the implementation and adoption of complex technologies, providing training and support to enhance their experience. You will collaborate with diverse teams to drive customer loyalty and gather insights to inform product development. Join a company that values work-life balance and offers a supportive environment where your contributions will make a real impact on a global scale.

Leistungen

Volunteer Time Off

Employee Retention Programs

Inclusive Work Environment

Professional Development Opportunities

Qualifikationen

• 6+ years supporting enterprise technology in production environments.
• Exceptional customer service and technical communication skills required.
• Experience with networking fundamentals and scripting preferred.

Aufgaben

• Assist customers in implementing and adopting Jamf products.
• Deliver technical training and support for customer success.
• Develop documentation and mentor other staff members.

Kenntnisse

Customer Service Skills

Technical Communication

Networking Fundamentals

Scripting

Problem Solving

Technical Training

Ausbildung

High School Diploma / GED Equivalent

4 Year / Bachelor's Degree

Tools

Remote Access Software

IT Service Management

GitHub

Google Suite

Jobbeschreibung

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 unite around common goals while respecting personal approaches believing that fulfilled individuals create a thriving vibrant workplace. We take pride in helping tens of thousands of customers around the globe succeed with Apple.

Jamf offers remote in-office and hybrid roles. 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 :

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 position is based in Germany. We are only able to accept applications for those based in Germany or have sponsorship to live and work in Germany.

What you can expect to do in 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 ongoing 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 are we 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 in both English and German language.
• 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).
• 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).

EDUCATION & CERTIFICATIONS

• High School Diploma / GED Equivalent (Required).
• 4 Year / Bachelors Degree (Preferred).
• Jamf's Associate Tech and Admin level certifications (Preferred).
• A combination of relevant experience and education may be considered.

How we help you reach your best potential :

• Named a 2022 Best Workplace in Technology by Great Place to Work and Fortune Magazine.
• Named a 2023 Best Workplaces for Women by Great Place to Work and Fortune Magazine.
• Named a 100 Best Companies to Work For 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.

What is a Jamf

You go above and beyond for others are willing to help and support the team around you. You value and learn from different perspectives. You are curious and resourceful a problem-solver self-driven and constantly improving. You are excited to try new things explore new ideas and seek new opportunities. You care about inclusion for all social responsibility and are someone who just wants to do the right thing.

What does Jamf do

Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same and be as secure as using a personal device. With Jamf IT and security teams are able to confidently manage and protect Mac iPad iPhone and Apple TV devices easing the burden of updating deploying and securing the data used by their end-users. Jamf's purpose is to simplify work by helping organizations manage and secure an Apple experience that end-users love and organizations trust.

We are free-thinkers can-doers and problem crushers with a passion for helping customers empower their workforce to focus on their jobs not the hassles of managing technology freeing nurses to care teachers to teach and businesses to thrive. We have over 2,500 employees worldwide who are encouraged to bring their whole selves to work each and every day.

Get social with us and follow the conversation at #OneJamf

Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at.

Required Experience :

Senior IC

Key Skills

Debugging, Remote Access Software, IT Service Management, IOS, Multithreading, VPN, Neo4j, FISMA, SSO, Github, Google Suite, Troubleshooting