Escalation Engineer (Turkey)

About the role

JumpCloud is an AI-powered unified IT management platform covering identity, device and access management. Its escalation engineers, called SmokeJumpers, handle issues that are too complex for Support and too urgent to wait in a product team's backlog, taking them from first report through root cause and resolution. The role is remote and open to candidates located in Turkey.

Key responsibilities

• Triage escalated customer issues, investigate across the whole platform and make careful fixes to production data, acting as the bridge between Support and product engineering
• Reproduce problems, isolate the failing layer (endpoint agent, API, backend worker or data) and drive resolution or a documented handoff to the owning product team
• Investigate using Datadog logs and traces, production databases, endpoint agent logs, HAR files and source code, building clear timelines
• Perform safe, auditable production data operations in PostgreSQL, MongoDB and MySQL, and handle privileged operational requests such as administrator account recovery and billing reports
• Serve as Incident Manager for customer-impacting incidents and take part in post-incident reviews
• Monitor alerts and on-call channels, and join an on-call rotation after the first 6 months
• Write clear updates for Support, root-cause summaries for customers and data requests; turn recurring issues into runbooks, knowledge articles, monitors or automation
• Develop the internal SaaS application JumpDesk and support other Product and Engineering teams

Required profile

• 4+ years in escalation engineering, L3 support, SRE or software engineering on a SaaS platform
• Proven track record of root-causing complex issues in distributed systems and explaining the approach clearly
• Fluent written and spoken English, able to coordinate incidents across time zones
• Comfort with AI-assisted tools for troubleshooting, code review and data queries

Required skills

• Strong SQL and NoSQL (MongoDB, Cassandra)
• Java, Python or Go, with comfort reading unfamiliar codebases
• Logging and observability tools such as Datadog or ELK
• APIs (REST, gRPC) and SDKs
• Identity concepts: SSO (SAML/OIDC), SCIM, MFA, directory services
• Linux command line and basic Kubernetes operations

Preferred: Mac/Linux/Windows device administration, MDM and Intune, identity providers (Google Workspace, Microsoft 365, Okta), RADIUS and LDAP, AWS, Kafka, Terraform, React/TypeScript, and prior escalation experience at an identity, device or security SaaS company. On-call shifts are expected.