Technical Support Escalation Engineer

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

Overview

Jamf is an open‑flexible culture that empowers people to succeed with Apple’s best device management solution. This role is a hybrid Technical Support Escalation Engineer (TSEE) based in London, United Kingdom, and is available only to UK residents or sponsors who can live and work in the UK.

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 product engineering and support teams to triage and resolve issues.
• Own cases as appropriate and keep customers informed about the status of their issues.
• Provide innovative solutions for both internal and external needs.
• Serve as a subject‑matter expert on Jamf‑specific technologies and industry‑wide technologies.
• Field highly visible, sensitive, and strategic scenarios regularly.
• Contribute to internal and external knowledge bases through the creation and continual review of troubleshooting guides.
• Manage technically complex problems while handling politically sensitive situations with the highest level of skill.
• Take on additional duties as assigned.

Qualifications

• Excellent written and verbal communication skills; ability to translate complex technical details into customer‑friendly language.
• Strong technical troubleshooting skills with experience in log analysis, debugging, and system diagnostics.
• Familiarity with cloud‑based infrastructure (AWS, Azure, GCP).
• Proficient in APIs, web technologies, networking, and databases (e.g., SQL).
• Comfortable with scripting or coding (Python, Bash) to automate troubleshooting.
• Diplomatic handling of challenging customer interactions; diffusing tension and focusing on resolution.
• Professional composure during high‑pressure situations such as major service outages.
• Proactive, self‑motivated approach to resolving customer issues.
• Team player who collaborates effectively across departments and with both technical and non‑technical teams.
• Experience with CRM and support tools (ServiceNow, Intercom, or similar).
• Leadership mindset; champions change in the face of uncertainty.
• Positive, collaborative attitude toward internal and external stakeholders.
• Commitment to continuous self‑improvement and staying current with industry trends.
• Deepening knowledge of Jamf’s product and related technologies; become a go‑to resource for peers.
• Peer sharing of insights, best practices, and technical knowledge to foster learning.
• Persistence and dedication to solving challenging problems.
• Availability for on‑site or video calls with customers when necessary.
• Bachelor’s degree (preferred) or equivalent experience; minimum 5 years in a customer or technical support role in SaaS or technology.
• Preferred certifications: Jamf 400, Jamf 370, Jamf Management Integrator Certification.

Benefits

• Named a 2023 Best Workplace for Women by Great Place to Work and Fortune Magazine.
• Named a 2024 Best Company to Work For by U.S. News.
• Opportunity to impact over 70,000 global customers with Apple device management solutions.
• Collaborate with engineers on cutting‑edge technology and OS releases.
• Innovative team culture built on trust, ownership, and respect.
• Clear career path with supportive leadership and management.

Equal Opportunity

Jamf is committed to creating an inclusive, supportive work environment for all candidates and employees. We encourage applicants with disabilities or religious beliefs to reach out for accommodations. Jamf is an equal‑opportunity employer and does not discriminate against individuals who request reasonable accommodations for disability or religious beliefs.