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jamf Professional Services Engineer I | Tokyo in United States

Who we are:

Jamf, the standard for Apple in the enterprise, extends the legendary Apple experience people love to businesses, schools, and government organizations by simplifying Mac, iPad, iPhone and Apple TV deployment, management and security — anytime, anywhere.

We are a group of curious, self-starters with a passion for helping people make sense of technology – freeing nurses to care, teachers to teach and businesses to thrive. We take pride in making meaningful impact for tens of thousands of customers around the globe, all the while getting to work with the best Apple infrastructure and security platform in the world. We have over 1,300 employees worldwide with offices in the U.S., Europe, Japan, and Australia. To learn more visit: https://www.jamf.com/careers.

What you’ll do at Jamf:

At Jamf, we empower people to be their best selves and do their best work. The Professional Services Engineer I is responsible for delivering professional services and training to customers related to the implementation and administration of Jamf products and related technologies.

The primary responsibility of this position is to gain user adoption and create customer loyalty by assisting with the initial implementation of Jamf products and providing training for new users. In addition, being the core team member of the Services department within Japan, becoming a force-multiplier enabling our Jamf Service Partners in Japan. This individual delivers and provides support and guidance to partners who deliver remote and on-site customer services, as well as live, instructor-led training in a virtual environment or classroom setting. This position provides first-hand assistance to end-users, with an emphasis on users wishing to fully utilize Jamf product features and integrations.

The Professional Services Engineer I provides first-hand assistance to partners and is responsible for day-to-day interactions with services partners remotely while they are engaged with our customers. This position actively participates in the sharing of technical information related to Jamf products and provides feedback to management about program and partner status.

Responsibilities

  • Provide an efficient onboarding experience for new users by assisting with the installation, configuration and setup, workflow enhancements, and training of Jamf’s products in accordance with current Jamf procedures

  • Provide assistance in public and private instructor-led, certified training courses to customers, partners, and colleagues in Japan

  • Assist with the migration of data from an on-premise installation to cloud environment as needed

  • Achieve an average customer and student satisfaction score of 9.0 or higher

  • Maintain a proficient level of knowledge of Jamf products, Apple products, and related technologies as measured by certifications and Jamf training completion

  • Apply troubleshooting and problem-solving skills to ensure successful implementation and sustainability for client environments

  • Build and develop effective solutions for technical and organizational customer challenges as outlined within standard or modular statements of work

  • Perform administration activities such as timecard entry, expense reporting, and case management in compliance with Jamf internal standards

  • Contribute to and maintain departmental documentation

  • Provide feedback to other Jamf teams including documenting feature requests and assisting in product issue resolution process

  • Continuously expand knowledge in present areas of responsibility (i.e., self-education, attend ongoing educational programs, complete online training)

  • Enable our global network of Services Partners and candidates to deliver services to meet Jamf Standards through technical and process training

  • Provide mentoring, support, and enablement training to Services Partners as needed

  • Act as a liaison for Services Partners, communicating their needs to Jamf management recommending and implementing solutions

  • Assist with localisation and translation efforts enhancing Jamf’s Services offerings and operations within Japan

  • Assist the Customer Education team as required as the in-region Services team member in Japan

  • Act as a Japanese translation ICR (In Country Reviewer)

  • Define and deliver on-boarding activities for new Services Partners

  • Complete Audits of current Services Partners by joining them during customer services engagements

  • Act as a project lead for internal projects and departmental initiatives as assigned by management

  • Other duties and special projects as assigned

Note: Due to COVID-19, travel on behalf of Jamf has been paused. At such a time in the future when it is safe for employees and customers, as deemed by Jamf leadership, travel will commence. Until then, all trainings and engagements are handled remotely using video meeting software.

  • Bachelor’s Degree or equivalent experience (Required)

  • Jamf’s Associate, Tech and Admin level certifications (Preferred)

  • Familiarity of Jamf Product Portfolio (Preferred)

  • Excellent presentation skills in small and large group settings to both technical and non-technical audiences in onsite and remote environments

  • Ability to work independently and as part of a team

  • Minimum of two years of experience providing iOS and macOS related technical support or training to end-users (Required)

  • Minimum of two years providing administrative support for client management software (Required)

  • Proficiency in Japanese language, Business level/Speech and Writing (Required)

  • Proficiency in English language, speech and writing skills (Strongly Preferred)

  • Ability to travel up to 50% both domestic and internationally (Required)

  • Experience providing administrative support for Jamf products and peripheral technologies (Preferred)

  • Server platform experience – Windows and Linux (Preferred)

  • Ability to interpret and deploy scripts written in Bash, Python, or Swift (Preferred)

How we help you reach your best potential:

  • We are progressive, but laid back. You are free to be you and work how you work best. Here, you manage your own day and your own work style.

  • Our people are what make us great, and we protect our people. Jamfs across the globe receive a superior compensation and benefits package.

  • Everyone has a voice and everyone can make a difference, our more than 90% employee retention rate agrees!

  • Opportunity to make a real and meaningful impact for more than 38,000 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.

  • 24 of 25 world’s most valuable brands rely on Jamf to do their best work (as ranked by Forbes).

  • Over 100,000 Jamf Nation users, the largest online IT community in the world.

You are the right kind of Jamf if:

You go above and beyond for others, genuine and willing to help, always. You support the team around you, you don’t point fingers or pass blame. You take responsibility for your actions, are open, and respect others. You value different perspectives, in how you work and how you learn. You are naturally inquisitive, like to create and be creative. You are a problem solver, curious and resourceful, self-driven and constantly improving. You roll up your sleeves and dig in. You are excited by not knowing what may lie ahead. You are willing to take risks, try new things, even fail just to do it better next time. You’re not a jerk. You put people first. You are a good person, someone who just wants to do the right thing.

Why Jamf?

Our mission is simple; we help organizations succeed with Apple. At Jamf, we put people first. We focus on the human before we focus on the technology. We are just good people that have it at their core to do what’s right – for our customers, our employees and our communities.

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