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Escalations Engineer - Turkiye

7 hours, 5 minutes ago
Turkey
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Agile AWS Cassandra Datadog GCP Go gRPC Java Kafka Kubernetes Linux macOS MongoDB MySQL OpenID Connect PostgreSQL Python React REST API SAML SQL Terraform TypeScript
Apply Now
JumpCloud

JumpCloud

JumpCloud provides a unified platform for managing identity, access, and devices across various operating systems, enabling secure and frictionless access to resources through features like single sign-on, multi-factor authentication, and a Zero Trust ...

Internet Software & Services
501-1000
Founded 2013
$417M raised
View All Jobs 37

Description

  • Own escalated customer issues from reproduction and root-cause isolation through resolution or evidence-backed handoff to product teams.
  • Investigate platform behavior using logs, traces, production databases, endpoint logs, HAR files, and source code.
  • Perform safe, auditable production data operations across PostgreSQL, MongoDB, and MySQL.
  • Handle privileged operational requests, including administrator account recovery, organization lifecycle changes, account configuration, and billing or usage reporting.
  • Act as Incident Manager for customer-impacting incidents and contribute to post-incident reviews.
  • Monitor alerts and on-call channels; participate in the on-call rotation after six months of onboarding.
  • Communicate investigation updates, customer-ready root-cause summaries, and data requests to Support, customers, management, and internal teams.
  • Turn recurring issues into runbooks, knowledge articles, monitoring, automation, and recommendations for permanent product fixes.
  • Develop and maintain JumpDesk and other internal tools that provide customer data and self-service actions to business and support teams.
  • Support Product and Engineering teams by contributing expertise to ongoing investigations and issue resolution.

Requirements

  • 4+ years of experience in escalation engineering, L3 technical support engineering, SRE, or software engineering for a SaaS platform.
  • Proven ability to root-cause complex distributed-systems issues and clearly communicate investigation findings.
  • Strong SQL skills and experience with complex schemas and NoSQL databases such as MongoDB or Cassandra.
  • Programming experience in Java, Python, or Go, including the ability to read unfamiliar codebases.
  • Experience with observability tools such as Datadog or ELK.
  • Working knowledge of REST and gRPC APIs and SDKs.
  • Understanding of identity and access management concepts, including SAML, OIDC, SCIM, MFA, and directory services.
  • Comfort with the Linux command line and basic container and Kubernetes operations.
  • Experience using AI-assisted engineering tools for troubleshooting, coding, code review, data queries, and investigations.
  • Fluent written and spoken English; able to coordinate incidents and communicate with stakeholders across time zones.
  • Ability to participate reliably in an on-call rotation.
  • Experience administering macOS, Linux, or Windows devices and troubleshooting OS-level authentication issues (preferred).
  • Experience with Apple MDM, Intune, Active Directory/Entra ID, Google Workspace, Microsoft 365, Okta, HRIS integrations, RADIUS, or LDAP (preferred).
  • Experience with AWS, Kafka or SQS, Terraform, or React/TypeScript (preferred).
  • Prior escalation or support engineering experience at an identity, device-management, or security SaaS company (preferred).
  • Located in and authorized to work in the country specified for the role.

Benefits

  • Remote-first work environment within the specified country.
  • Opportunity to develop internal tools and directly deploy code improvements.
  • Collaborative work with global teams across 15+ countries.
  • Supportive, inclusive workplace with opportunities to contribute ideas and grow expertise.

Interested in this position?

Apply directly on the company website

Apply Now

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