Senior Remote Escalations Engineer

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

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.