Escalations Engineer - Turkiye

JumpCloud Inc.; Çankaya; On-site; TRY 3,438,000 - 5,403,000; Full time

Job summary

JumpCloud is seeking a remote-first incident-focused engineer to troubleshoot customer issues, develop an internal SaaS application for cross-team access to critical data, and support Product and Engineering teams. You will serve as Incident Manager, monitor alerts, and participate in on-call rotations after onboarding, contributing to rapid resolution and strong customer outcomes.

The role requires strong SQL and NoSQL experience, Java/Python/Go skills, and familiarity with logging, APIs, and

Qualifications

• Strong SQL skills with complex schemas and NoSQL experience.
• Experience programming in Java, Python, or Go.
• Familiar with logging solutions (Datadog/ELK).
• Knowledge of APIs and SDKs.
• Comfortable using AI-assisted tools in engineering work.
• Experience administering Mac, Linux and Windows devices.
• Experience with device management tools (AD/MDM).
• Knowledge of Radius and LDAP is a plus.
• Strong written and verbal communication; able to coordinate incidents.

Responsibilities

• Perform in-depth troubleshooting on issues impacting customers.
• Develop internal SaaS app for customer data access across teams.
• Provide support for Product and Engineering teams.
• Serve as Incident Manager to resolve issues quickly.
• Collaborate with internal stakeholders to solve inquiries.
• Monitor alerts and on-call channels.
• Participate in on-call rotation after onboarding.
• Engage in ongoing issues to expedite resolutions.

Skills

SQL

NoSQL databases

Java

Python

Go

Logging tools

APIs & SDKs

AI-assisted tools

Mac/Windows/Linux admin

AD/MDM knowledge

Radius & LDAP

Communication

Agile / interrupt-driven teamwork

Tools

Datadog

ELK

Job description

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.

What you’ll be doing:

• Perform in-depth troubleshooting on issues impacting our customers both internally and externally

• Developing our internal SaaS application focused on providing critical customer data to our CSE, CSM, TAM, Sales and Finance teams

• Provide support for all Product and Engineering teams

• Serve as Incident Manager in facilitating the quick resolution of issues

• Work with internal stakeholders in solving support inquiries

• Monitor alerts and on call channels for activity

• Participate in an on-call rotation, expected after your first 6 months of onboarding

• Inject yourself in ongoing issues or discussions which you have knowledge to expedite

We’re looking for:

• Strong SQL skills, and experience working with complex schemas, as well as NoSQL DB such as MongoDB, Cassandra, etc.

• Experience programming in Java, Python, or Go

• Experience with logging solutions such as or Datadog or ELK

• Working knowledge of APIs, and SDKs

• 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

• Experience with administering Mac, Linux, and Windows devices preferred

• Experience with device management tools such as Microsoft Active Directory or Apple MDM preferred

• Knowledge of Radius, and LDAP is a plus

• Strong written and verbal communication skills, with the ability to coordinate incidents and communicate impact clearly to customers, management, and internal stakeholders

• 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

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

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.