Escalations Engineer - Turkiye

JumpCloud Inc.; Çankaya; Remote; TRY 5,932,000 - 8,898,000; Full time

Job summary

JumpCloud Inc. is seeking an experienced Escalation Engineer to own escalated customer issues end to end, reproduce problems across the platform, and drive them to resolution or handoff with clear root-cause and timelines.

You will collaborate with Support, Product, and Engineering, investigate with Datadog logs, PostgreSQL, and service code, and contribute to automations and internal tooling to speed up investigations.

Qualifications

• 4+ years in escalation engineering on a SaaS platform.
• Root-causing complex issues in distributed systems and clear explanation of findings.
• Strong SQL skills and experience with complex schemas; NoSQL databases such as MongoDB or Cassandra.
• Experience programming in Java, Python, or Go; comfortable reading unfamiliar codebases.
• Experience with logging and observability tools such as Datadog or ELK.
• Working knowledge of APIs (REST, gRPC) and SDKs.
• Understanding of identity/access concepts: SSO (SAML / OIDC), MFA, SCIM.
• Linux CLI and basic container/Kubernetes operations.
• Comfort using AI-assisted tools in engineering work.
• Strong English communication; coordinating incidents across time zones.
• Team player in Agile, interrupt-driven environment.

Responsibilities

• Own escalated customer-found issues end to end: reproduce, isolate, and drive to resolution or handoff with clear documentation.
• Investigate using Datadog logs/traces, production databases, and service source code; build clear timelines of what happened and why.
• Develop internal SaaS tooling and runbooks to speed up Support and Engineering investigations and automate recurring tasks.
• Provide incident management support and contribute to post-incident reviews.
• Collaborate with Product and Engineering teams to improve platform resilience and root-cause learning.

Skills

Escalation engineering

Root-cause analysis

SQL skills

Java/Python/Go

Logging/observability

APIs (REST/gRPC)

SSO/MFA/SCIM

Linux/Kubernetes

AI-assisted tools

English communication

Agile/interrupt-driven

Tools

Datadog

ELK

PostgreSQL

MongoDB

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.

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

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.

Please see our Privacy Policy (https://jumpcloud.com/privacy) for more information about our personal data practices.