Technical Support Escalation Engineer

JAMF Software; City of Westminster; On-site; GBP 40,000 - 55,000; Full time

Job summary

A technology company in the United Kingdom is seeking a Technical Support Escalation Engineer to provide expert support for their product features and work with cross-functional teams. Candidates should possess strong technical troubleshooting skills and experience in customer support, ideally in a SaaS environment. This role offers the chance to tackle complex issues, ensuring customer satisfaction and product functionality. The ideal candidate will also have a collaborative attitude and a desire for continuous improvement.

Qualifications

• Excellent communication skills to translate technical details into clear language.
• Strong troubleshooting skills, familiar with debugging and system diagnostics.
• Familiarity with cloud infrastructure like AWS or Azure.
• Adept with web technologies and databases.
• Self-motivated and proactive in solving customer issues.

Responsibilities

• Assist Support Engineers with escalated issues.
• Develop deep understanding of product features.
• Coordinate closely with product, engineering, and support teams.
• Manage complex problems and deliver innovative solutions.
• Field highly visible and sensitive situations.

Skills

Excellent written and verbal communication skills

Strong technical troubleshooting skills

Familiarity with cloud-based infrastructure

Adept with APIs and web technologies

Comfortable with scripting or coding

Skills with CRM and support tools

Maintaining composure in high-pressure situations

Education

Bachelor's Degree

5+ years in a customer support role

Tools

ServiceNow

Intercom

Job description

The Technical Support Escalation Engineer (TSEE) will have a deep understanding of Jamf's product features, functionality, and use cases. This position works closely with the product, engineering, and support teams to ensure issues are effectively triaged and resolved. The TSEE is a subject matter expert for not only Jamf-specific technologies, but also industry technology updates, and works closely with customers through multiple means of communication, including potential on-site assistance as needed.

Responsibilities

• Assist Support Engineers on issues escalated to the Product Specialist team.
• Develop a deep understanding of Jamf's product features, functionality, and use cases.
• Work closely with the product, engineering, and support teams to ensure issues are effectively triaged and resolved.
• Case ownership, as appropriate.
• Innovative solutions provided for both internal and external needs.
• Resident (Subject Matter) Expert with Jamf specific technologies as well as industry technologies.
• Keep customers informed about the status of their issues and provide regular updates on progress.
• Fielding highly visible, sensitive, and strategic scenarios on a regular basis.
• Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
• Manage technically complex problems while also handling politically sensitive situations requiring the highest level of skill.
• On call and onsite coverage (including travel), as agreed.
• Other duties as assigned.

Qualifications

• 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).
• Adept with APIs, web technologies, networking and databases (e.g., SQL).
• Comfortable with scripting or coding (e.g., Python, Bash) to assist in automation and troubleshooting.
• Handle challenging customer interactions with diplomacy and tact, diffusing tension and focusing on resolution rather than blame.
• Maintain composure and professionalism in high-pressure situations, such as major service outages or escalations, ensuring customers feel confident in your ability to resolve their issues.
• 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.
• Positive and collaborative attitude and presence both internally and externally.
• Actively seek opportunities for self‑improvement, staying current with the latest industry trends, technologies, and best practices.
• Continuously expands knowledge of Jamf's product and related technologies, becoming a go‑to resource for peers and other stakeholders within Jamf.
• Proactively share insights, best practices, and technical knowledge with peers and other teams, contributing to a culture of learning and collaboration.
• Exhibit a strong sense of responsibility for finding solutions, demonstrating persistence and dedication to solving even the most difficult problems.
• Getting on calls with the customer when (ideally before) it is necessary.

Education & Certifications

• Bachelor's Degree (preferred) and/or 5+ years in a customer support or technical support role, preferably in a SaaS or technology environment.
• Jamf 400 (preferred).
• Jamf 370 (preferred).
• Jamf Management Integrator Certification (preferred).