Escalations Engineer - Turkiye

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. #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

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:

Preferred