Escalation Engineer, Technical Support — Hybrid UK

Jamf; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading technology company is seeking a hybrid Technical Support Escalation Engineer in London. The ideal candidate will have a minimum of 5 years in a technical support role, showcasing strong communication and troubleshooting skills. Responsibilities include assisting support engineers, developing a deep understanding of product functionalities, and providing innovative solutions. Join a dynamic team known for its inclusive and supportive environment, impacting over 70,000 global customers in managing Apple technologies.

Benefits

Named a 2023 Best Workplace for Women

Supported career development opportunities

Collaborate with cutting-edge technology

Qualifications

• Minimum 5 years in a customer or technical support role in SaaS or technology.
• Preferred certifications: Jamf 400, Jamf 370, Jamf Management Integrator Certification.

Responsibilities

• Assist Support Engineers on issues escalated to the Product Specialist team.
• Develop a deep understanding of product features and functionality.
• Work closely with product engineering and support teams to resolve issues.
• Provide innovative solutions for internal and external needs.
• Contribute to knowledge bases through troubleshooting guides.

Skills

Excellent written and verbal communication skills

Strong technical troubleshooting skills

Familiarity with cloud-based infrastructure

Proficient in APIs, web technologies, and networking

Experience with CRM and support tools

Scripting or coding skills (Python, Bash)

Diplomatic customer handling

Professional composure during pressure

Proactive issue resolution

Team player

Commitment to continuous self-improvement

Education

Bachelor’s degree or equivalent experience

Job description

A leading technology company is seeking a hybrid Technical Support Escalation Engineer in London. The ideal candidate will have a minimum of 5 years in a technical support role, showcasing strong communication and troubleshooting skills. Responsibilities include assisting support engineers, developing a deep understanding of product functionalities, and providing innovative solutions. Join a dynamic team known for its inclusive and supportive environment, impacting over 70,000 global customers in managing Apple technologies.