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JumpCloud is an AI-powered unified IT management platform that consolidates identity, device, and access management for modern organizations. The Escalations Engineer role is a technical support and incident management position focused on troubleshooting complex customer issues and developing internal tools.
In this role, you will perform in-depth troubleshooting on issues impacting customers both internally and externally, develop and maintain an internal SaaS application that provides critical customer data to CSE, CSM, TAM, Sales, and Finance teams, and provide support across all Product and Engineering teams. You will serve as an Incident Manager, facilitating quick resolution of issues, work with internal stakeholders to solve support inquiries, monitor alerts and on-call channels, and participate in an on-call rotation (expected after the first 6 months of onboarding). You'll also inject yourself into ongoing issues or discussions where you have relevant knowledge to expedite resolution.
This is a fast-paced, interrupt-driven role that requires strong technical depth, excellent communication, and collaborative problem-solving. You'll work with a global team passionate about solving challenging technical problems in a SaaS environment.
REQUIREMENTS:
- Strong SQL skills and experience with complex schemas
- Experience with NoSQL databases such as MongoDB or Cassandra
- Programming experience in Java, Python, or Go
- Experience with logging solutions such as Datadog or ELK
- Working knowledge of APIs and SDKs
- Comfortable using AI-assisted tools (coding assistants, LLM-based agents) in troubleshooting, code writing/review, data querying, and investigating complex issues
- Preferred: Experience administering Mac, Linux, and Windows devices
- Preferred: Experience with device management tools such as Microsoft Active Directory or Apple MDM
- Plus: Knowledge of Radius and LDAP
- Strong written and verbal communication skills with ability to coordinate incidents and communicate impact to customers, management, and internal stakeholders
- Strong team player; ability to work in Agile, interrupt-driven environment
- Fluent English (required for interview and business communication)
- Must be located in and authorized to work in Turkey
- Commitment to on-call shifts and ability to respond during assigned shifts
