Senior Escalations Engineer — Remote Incident Mastery

Openkrill; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

JumpCloud is seeking an experienced escalation engineer to own complex issues end to end, triage across the platform, and act as the bridge between our Support and product engineering teams. You’ll fix production data, communicate impact to customers, and help build internal tools.

Strong SQL, distributed systems debugging, and experience with Datadog/ELK and Kubernetes are valued. This remote-first role includes on-call rotations across time zones.

Qualifications

• 4+ years in escalation engineering, technical support engineering (L3), SRE, or software engineering on a SaaS platform
• Proven track record of root-causing complex issues in distributed systems and explaining 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 and access concepts: SSO (SAML / OIDC), user provisioning (SCIM), MFA, directory services
• Comfort with Linux CLI and basic container / Kubernetes operations
• Familiarity with AI-assisted tools in engineering work: troubleshooting, coding, data queries
• Strong written and verbal English communication, coordinating incidents across time zones
• Team-oriented, Agile and interrupt-driven environment

Responsibilities

• Own escalated customer-found issues end to end: reproduce, isolate, and drive to resolution or handoff
• Investigate using Datadog logs, traces, production databases, and service source code; build clear timelines of what happened and why
• Perform safe, auditable production data operations in PostgreSQL, MongoDB, and MySQL; document results
• Handle privileged operational requests including administrator recovery and org changes
• Serve as Incident Manager to coordinate quick resolution of incidents
• Monitor alerts and participate in on-call rotation after onboarding
• Write clear, structured updates for Support and customers; request data to move investigations forward
• Identify recurring issues and develop runbooks, knowledge base articles, or automation
• Develop JumpDesk internal SaaS tooling to aid various teams
• Provide support for Product and Engineering teams and contribute to ongoing discussions

Skills

Escalation engineering

Root-cause analysis

SQL

Java

Python

Go

Datadog

ELK

Kubernetes

REST/gRPC APIs

Linux

CI/CD

Communication

Tools

PostgreSQL

MongoDB

MySQL

Kafka

Terraform

AWS

GCP

React

TypeScript

Docker

Job description

JumpCloud is seeking an experienced escalation engineer to own complex issues end to end, triage across the platform, and act as the bridge between our Support and product engineering teams. You’ll fix production data, communicate impact to customers, and help build internal tools.

Strong SQL, distributed systems debugging, and experience with Datadog/ELK and Kubernetes are valued. This remote-first role includes on-call rotations across time zones.