Job Description
At Jamf, we believe in an open, flexible culture based on respect and trust. Our track record and thriving work environment all stem from the freedom we grant ourselves to get the job done right. We take pride in helping tens of thousands of customers around the globe succeed with Apple.
The secret to our success lies in our connectivity, while operating with a high degree of flexibility. Work-life balance remains our priority while feeling connected is important to maintain our strong culture, achieve our goals, and thrive as #OneJamf.
What you’ll do at Jamf:
At Jamf, we empower people to be their best selves and do their best work. The Manager, Technical Support works in the 12-hour shifts. The shift work includes working only during weekends (Friday, Saturday and Sunday) and Polish Bank Holidays 10 am – 10 pm. This is a full-time position.
The Manager, Technical Support is responsible for the day-to-day leadership of a Technical Support team, ensuring timely, effective, and empathetic customer support. This role works closely with cross-functional partners to align team performance with strategic business goals and customer outcomes. The Manager supports their team in understanding the what, the how, and the why of support priorities — from service quality and customer satisfaction to operational excellence. As a skilled people leader and customer advocate, the Manager empowers their team to grow in their craft and deliver exceptional support experiences.
This role is also accountable for weekend operational leadership and serves as the designated Incident Commander for critical issues occurring during assigned coverage windows, ensuring rapid coordination, clear communication, and effective resolution of high-severity incidents. While deeply involved in incident coordination, this role is not expected to serve as the primary technical resolver, but to lead, coordinate, and enable effective resolution.
This role is remote in Poland. We are only able to accept applications for those based in Poland and have sponsorship to live and work in Poland.
What you can expect to do in this role:
- Coach direct reports to foster growth and development with an emphasis on our values of selflessness and relentless self-improvement.
- Conduct regular 1:1s, goal setting, and performance reviews to ensure continuous development, provide actionable feedback, and foster strong relationships built on trust and accountability.
- Remove obstacles and provide resources for members of Technical Support, to enable them to do their best work.
- Hold team members accountable to performance goals (KPIs), quality standards, and established processes.
- Maintain and contribute to evolving departmental policies, contributing both directly and through collaboration.
- Champion our customer’s success by ensuring support engagements are outcome-driven and aligned with customer goals; manage escalations, gather feedback, and identify opportunities for improvement.
- Monitor team performance and business impact, taking proactive action to ensure customers receive timely and effective support.
- Participate in hiring, onboarding, and staffing processes.
- Cultivate an inclusive and supportive team environment where every member feels respected, valued, and empowered to contribute.
- Provide direct leadership for Technical Support operations during assigned weekend coverage hours, including queue oversight, escalation guidance, and real-time decision support for complex or high-impact cases
- Other duties as assigned, including but not limited to, travel (up to 20%), leading or supporting strategic cross-functional initiatives, customer escalation oversight, and customer engagement.
- Serve as Incident Commander for critical (Severity 1) or widespread customer-impacting incidents during weekend coverage, leading incident response efforts from identification through mitigation and resolution.
- Establish and maintain incident structure by facilitating live response calls, assigning roles (technical lead, communications lead, scribe), and driving timely action and decision-making.
- Coordinate cross-functionally with Engineering, SRE, Product, and other partner teams to accelerate resolution of critical issues, ensuring customer impact and urgency are clearly understood.
- Own clear, concise, and timely communication during major incidents, including internal stakeholder updates, leadership briefings, and guidance for customer-facing teams.
- Ensure thorough handoff of any ongoing incidents or high-risk situations to weekday leadership, including documented status, impact, and next steps.
- Lead or contribute to post-incident reviews for weekend critical incidents, ensuring root causes, contributing factors, and preventive actions are documented and tracked.
- Translate incident learnings into actionable improvements across support processes, tooling, documentation, or cross-functional ways of working.
What we are looking for:
- Minimum of 4 years of experience in a customer or technical support role, preferably in a SaaS or technology environment (required).
- Bachelor’s Degree (preferred).
- Familiarity with incident management, problem management, or service operations frameworks such as ITIL, SRE practices, or similar operational models (preferred).
- A combination of relevant experience and education may be considered.
- Excellent written and verbal communication skills (required).
- Strong ability to listen effectively and exercise empathy in all contexts and situations with a variety of audiences, including both teams and customers (required).
- The ability to lead others with compassion and professionalism, while managing conflict and having difficult conversations effectively when needed (required).
- Proven track record of engaging with customers in a way that focuses on outcomes (required).
- Ability to make informed decisions using data and measurable insights to guide actions (required).
- Be a champion of change; foster team adoption on decisions, strategies, and initiatives that are handed down (required).
- Work collaboratively with others to execute on all types of work, ranging from day to day operations, to large departmental projects (required).
- Thrive in a constantly changing, fast paced, agile environment (required).
- Familiar with business-to-business customer service delivery at an enterprise level in a SaaS setting (preferred).
- Experience delivering customer service in a technology focused market (preferred).
- Demonstrated ability to lead high-severity or business-critical incidents in real time, maintaining composure and driving structured response under pressure (preferred).
- Experience working with cross-functional incident response processes involving Engineering, Infrastructure, or Site Reliability teams (preferred).
- Strong decision-making skills, including the ability to assess risk, prioritize effectively, and take ownership of outcomes in fast-paced or ambiguous situations (required).
#LI-Remote
Why Jamf?
- Named a 2025 Best Companies to Work For by U.S. New
- Named a 2025 Newsweek America’s Greatest Workplaces for Gen Z
- Named a 2024 Best Technology Company to Work For by U.S. News
- Named one of Forbes Most Trusted Companies in 2024
- Named a 2024 Best Companies to Work For by U.S. News
- Named a 2024 Newsweek America’s Greatest Workplaces for Parents & Families
- Named a 2024 PEOPLE Companies That Care by PEOPLE® and Great Place To Work®
- We train and we then we give you the room to grow. We offer a clear and defined customer support career path, but our Jamfs also choose to explore horizontal career growth to discover new interests and opportunities.
- Our Support teams are the technical experts solving problems big and small for our loyal customer base. Tech support is human support and you will know you are making a real and meaningful impact for our more than 75,000 global customer base.
- Our customers are some of the most loyal in the world. We put people over profits – which is why our customers keep coming back to us!
What it means to be a Jamf? We are a team of free-thinkers, can-doers, and problem-crushers. We value humility and the relentless pursuit of knowledge. Our culture flows from a spirit of selflessness and relentless self-improvement - driving both personal growth and collective progress throughout our company. We unite around common goals while respecting personal approaches, believing that fulfilled individuals create a thriving, vibrant workplace.
Our aim is simple: hire exceptionally good people who are incredibly good at what they do and let them do it. We provide the support and resources to let everyone be their authentic, best selves at work, at rest, and at play. We are committed to supporting the continual improvement of Apple in the workplace, the organizations that rely on them and the people who keep it all running smoothly.
Above it all, waves our banner of #OneJamf – and the knowledge that when we stand together, we accomplish so much more than we could alone. We seek individuals who share this unwavering journey toward growth to join us in our quest for constant improvement.
What does Jamf do? Jamf extends the legendary Apple experience people enjoy in their personal lives to the workplace. We believe the experience of using a device at work or school should feel the same, and be as secure as, using a personal device. With Jamf, customers are able to confidently automate Mac, iPad, iPhone and Apple TV deployment, management, and security – anytime, anywhere – to protect the data and applications used by employees in the workplace, students learning in the classroom, and streamline communications in healthcare between patients and providers. More than 2,500 Jamf strong worldwide, we are free-thinkers, can-doers, and problems crushers who are encouraged to bring their whole selves to work each and every day.
Get social with us and follow the conversation at #OneJamf
Jamf is committed to creating an inclusive & supportive work environment for all candidates and employees. Candidates with disabilities or religious beliefs are encouraged to reach out if they need additional support or alternative options to our recruiting processes to accommodate their disability or religious belief. If you need an accommodation, please contact your Recruiter or Recruiting Coordinator directly. Requests for accommodation will be handled confidentially by Recruiting and will not be shared with the hiring manager. Jamf is an equal opportunity employer and does not discriminate against individuals who request reasonable accommodation for disability or religious beliefs. To request accommodations please email us at [email protected]
