Jamf

Technical Support Manager – Weekend Shift

Jamf

full-time

Posted on:

Location Type: Remote

Location: Poland

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About the 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.

Requirements

  • 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).
Benefits
  • Health insurance
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementproblem managementservice operations frameworksITILSRE practicesdata analysisperformance metricscustomer engagementKPI managementtechnical support
Soft Skills
communicationempathyleadershipconflict managementcollaborationadaptabilitydecision-makingcoachingtrust-buildingaccountability