Enterprise Support Engineer

Jamf Software, LLC

Minneapolis, MN · HybridFull-time$65–138K/yrSeen todaySeen in employer's feed today

Minneapolis, MNHybridFull-time$65–138K/yrSeen todaySeen in employer's feed today

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At a glance

Compensation

$65–138K/yr

Location

Minneapolis, MNHybrid

Schedule

Full-time

Work Authorization

Not specified

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Job overview

The Enterprise Support Engineer serves as the primary point of contact for Premium Support customers, diagnosing and resolving technical issues across RapidIdentity products. They collaborate with product and engineering teams, create knowledge‑base content, support API integrations, and maintain customer satisfaction through proactive communication and on‑call support.

Skills & qualifications

RequiredNice to have

Skills

Technical SupportCustomer AdvocacyAPI IntegrationDebuggingLog AnalysisRoot Cause AnalysisKnowledge Base CreationOn-Call SupportRelationship BuildingProduct ExpertiseCommunicationProblem SolvingSaaS EnvironmentCode Reading

Qualifications

Minimum 3 Years Customer Support Experience

Full job description

Job Duties

Serve as the primary point of contact for Premium Support customers experiencing technical issues.
Handle customer inquiries related to product performance, configurations, custom setups, and integrations.
Diagnose and resolve issues across the full suite of RapidIdentity products.
Use logs, debugging tools, and root cause analysis to efficiently solve technical problems.
Act as a customer advocate and account steward, demonstrate relentless commitment to developing effective solutions to the challenges that customers face in optimizing their deployment.
Work closely with product development and engineering teams to identify and resolve bugs and provide feedback on product improvements.
Interface with product development and support teams to share client feedback, generate requirements and evaluate and test new product solutions
Maintain and increase customer satisfaction and ensure retention
Keep customers informed about the status of their issues and provide regular updates on progress.
Serve as a topic expert in one or more key product features
Contribute to internal and external knowledge bases through the creation and continual review of knowledge base and troubleshooting guides.
Provide support for customers using APIs and third-party integrations, assisting with implementation, configuration, and troubleshooting.
Collaborate with customers’ internal teams/stakeholders to address challenges.
Build strong relationships with enterprise customers, acting as their advocate within the company.
Identify patterns in support cases and provide insights to improve the product or internal processes.
Stay current on new product features, technologies, and industry trends to provide the best possible support.
On-Call as needed.
Other duties as assigned.

Minimum Education Required

No education requirement found.

Minimum Experience Required

Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment; ability to read code, troubleshoot logic issues, and make necessary adjustments.