Escalations Engineer - Turkiye

JumpCloud · Ankara

All roles at JumpCloud® are Remote unless otherwise specified in the Job Description.

About JumpCloud®

JumpCloud® is the AI-powered unified IT management platform designed to secure the modern workforce. By consolidating identity, device, and access management, JumpCloud provides intelligent, secure IT that scales from human users to autonomous AI agents. We help organizations around the globe eliminate complexity and turn AI risk into an optimized advantage, ensuring the right people and agents have secure access to the right resources at all times.

JumpCloud is Intelligent, Secure IT.

SmokeJumpers are JumpCloud's escalation engineers. We’re the team that gets called when a customer issue is too complex for Support and too urgent to wait in a product team's backlog. When an admin's users can't sign in, a device falls out of a group and loses its policies, or a sync to Google Workspace or Slack breaks, we find out why and get it fixed. We take issues from first report through root cause and resolution, working across logs, production data, and source code, and either fix them ourselves or hand product teams a clear, evidence-backed diagnosis. Additionally, we’re responsible for developing our internal applications and tooling that the entire organization relies on to understand customer profiles and troubleshoot their issues.

JumpCloud delivers cloud-based identity, device, and access management as a SaaS platform, so the problems we see span identity, authentication, security, endpoints, and cloud-scale architecture. Our stack includes Go, Kubernetes, Linux, Terraform, Python, PostgreSQL, MongoDB, and Kafka on AWS and GCP. If you love a hard puzzle, you'll fit right in, and we'll make sure you never run out of them.

What you’ll be doing:

Most of your time will go to escalated customer issues and the privileged operational work that only SmokeJumpers are trusted to do.
You'll drive triage, investigate across the whole JumpCloud platform, make careful fixes to production data, and act as the bridge between our global Support team and product engineering, communicating impact to customers and management along the way.
When there's room, you'll also help build the internal tools that make Support, CSMs, and our own team faster, and you'll be empowered to fix and push code directly.

We’re looking for:

4+ years in escalation engineering, technical support engineering (L3), SRE, or software engineering on a SaaS platform
A proven track record of root-causing complex issues in distributed systems, and the ability to explain clearly how you found the answer
Strong SQL skills and experience working with complex schemas, as well as NoSQL databases such as MongoDB or Cassandra
Experience programming in Java, Python, or Go, and comfort reading unfamiliar codebases to confirm how a system behaves
Experience with logging and observability tools such as Datadog or ELK
Working knowledge of APIs (REST, gRPC) and SDKs
A solid understanding of identity and access concepts: SSO (SAML / OIDC), user provisioning (SCIM), MFA, and directory services
Comfort with the Linux command line and basic container / Kubernetes operations (running pods, reading logs)
Comfortable using AI-assisted tools (e.g. coding assistants, LLM-based agents) in day-to-day engineering work: troubleshooting, writing and reviewing code, querying data, and accelerating investigation of complex issues
Strong written and verbal English communication skills, with the ability to coordinate incidents and communicate impact clearly to customers, management, and internal stakeholders across time zones
Strong team player: this role is both Agile and interrupt-driven, and we're a team that's constantly working together to solve complex problems

Responsibilities:

Own escalated customer-found issues end to end: reproduce the problem, isolate the failing layer (endpoint agent, API, backend worker, or data), and drive it to resolution or a well-documented handoff to the owning product team

Investigate using Datadog logs and traces, production databases, endpoint agent logs, HAR files, and service source code, and build clear timelines of what happened and why

Perform safe, auditable production data operations in PostgreSQL, MongoDB, and MySQL for Support and Engineering teams: query, verify, apply changes in transactions, and clearly document results

Handle privileged operational requests, including administrator account recovery with identity verification, organization lifecycle changes, account configuration, and usage and billing reports

Serve as Incident Manager to coordinate the quick resolution of customer-impacting incidents, and contribute to post-incident reviews

Monitor alerts and on-call channels, and participate in an on-call rotation after your first 6 months of onboarding

Write clear, structured updates for Support, root-cause summaries suitable for customers, and precise requests for the data needed to move an investigation forward

Spot recurring issues and turn them into runbooks, knowledge base articles, monitors, or automation, and advocate with product teams for permanent fixes

Develop our internal SaaS application (JumpDesk), which gives CSE, CSM, TAM, Sales, and Finance teams critical customer data and safe self-service actions, along with other team tooling

Provide support for all Product and Engineering teams, and step into ongoing issues or discussions where your knowledge can speed up resolution

Preferred

Experience administering Mac, Linux, and Windows devices, including troubleshooting sign-in and authentication problems at the OS level

Experience with device management tools such as Apple MDM (ADE / Apple Business Manager / VPP), Microsoft Intune, or Microsoft Active Directory / Entra ID

Hands-on experience with identity providers and directory integrations such as Google Workspace, Microsoft 365 / Entra ID, Okta, or HRIS systems

Knowledge of RADIUS and LDAP

Prior escalation or support engineering experience at an identity, device management, or security SaaS company

Experience with AWS, message queues (Kafka, SQS), or Terraform

Front-end experience (React / TypeScript) for internal tool development

#LI-PD1

Where you’ll be working/Location:

JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

You must be located in and authorized to work in the country noted in the job description to be considered for this role.

Please note: There is an expectation that our engineers participate in on-call shifts. You will be expected commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

Language:

JumpCloud has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English. To be considered for a role at JumpCloud, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud?

If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

One of JumpCloud's three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.

JumpCloud is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at recruiting@jumpcloud.com with the subject line "Scam Notice"

#LI-Remote #BI-Remote

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