المسمى الوظيفي

About the Role

We are seeking a technically adept and customer-focused professional to serve as a Customer Success Engineer based in Ireland. This position involves acting as a liaison between engineering, support, and customer success teams to help clients maximize their use of enterprise technology solutions, primarily focusing on Apple device management and Mobile Device Management (MDM) platforms.

Key Responsibilities

Act as the primary technical contact for customers throughout their engagement, ensuring smooth onboarding, adoption, and sustained success.
Manage and troubleshoot Apple device management setups including deployment of applications, configuration profiles, certificates, Apple Push Notification Service (APNS), supervision identities, and device security.
Oversee administration and optimization of MDM platforms, especially Jamf and other enterprise mobility management tools.
Identify and resolve complex technical problems related to applications, APIs, network connectivity, VPNs, firewalls, device management, and system integrations.
Design and deploy customized technical solutions, integrations, and automation workflows through scripting languages such as Bash and Python.
Collaborate closely with Customer Success, Engineering, and Product teams to escalate challenges, enhance solutions, and incorporate customer feedback into product development.
Conduct technical onboarding sessions, demonstrations, and training for customers during required business hours.
Monitor support ticket queues, prioritize issues, and ensure resolutions are achieved within service-level agreements.
Develop and maintain technical documentation, knowledge base articles, and operational runbooks.
Analyze customer feedback and technical trends to identify areas for product and support enhancement.
Contribute to internal automation efforts and improve support tools to increase efficiency.

Qualifications

Minimum of 5 years practical experience supporting iOS and macOS platforms within an MDM or enterprise mobility setting.
Expertise in Jamf administration, preferably holding Jamf 300 certification or above.
Proficient with Apple Business Manager workflows, device enrollment processes, certificate management, and enterprise deployment strategies.
At least 3 years of experience in customer-facing technical roles such as Customer Success Engineer, Technical Support Engineer, or Solutions Engineer.
Over 2 years of experience scripting and automating workflows using Bash and/or Python.
Knowledge of managing external APIs, system integrations, and troubleshooting at application or platform levels.
Strong grasp of REST APIs, logging, debugging methodologies, and diagnosing sophisticated technical issues.
Experience with SaaS, cloud platforms, or enterprise software environments.
Excellent communication skills with an ability to clarify technical concepts to diverse audiences.
Strong organizational and self-management skills suitable for a remote work environment.
Willingness to work hours aligned with Pacific Time zone business hours, which may require early morning or late night shifts depending on location.
Access to reliable internet and an appropriate home office workspace.
Knowledge of AWS, Azure, GCP, Kubernetes, SQL, and customer support tools is a plus.

Benefits and Work Environment

Fully remote role with flexibility to operate from international locations.
Engage deeply with enterprise technology solutions to solve complex customer challenges.
High autonomy and ownership in a technically demanding customer-facing position.
Close collaboration with engineering, product, and customer success teams in a dynamic setting.
Opportunity to influence product evolution through direct customer insight and feedback.
Exposure to modern enterprise mobility management, automation, integrations, and cloud technologies.
Work culture emphasizing flexibility, trust, accountability, and continuous improvement.
Challenging projects offering substantial professional development and growth opportunities.

Additional Information

This role involves working through a partner who handles all applications and subsequent recruitment procedures. Employment terms and final decision-making rest with the hiring company.

Applicants should note the use of AI tools during the recruitment process to assist with reviewing and analyzing applications; however, human judgment remains central to final hiring decisions.

Customer Success Engineer