Escalations Engineer - Turkiye

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.

What you’ll be doing:
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Perform in-depth troubleshooting on issues impacting our customers both internally and externally

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Developing our internal SaaS application focused on providing critical customer data to our CSE, CSM, TAM, Sales and Finance teams

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Provide support for all Product and Engineering teams

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Serve as Incident Manager in facilitating the quick resolution of issues

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Work with internal stakeholders in solving support inquiries

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Monitor alerts and on call channels for activity

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Participate in an on-call rotation, expected after your first 6 months of onboarding

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Inject yourself in ongoing issues or discussions which you have knowledge to expedite

We’re looking for:
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Strong SQL skills, and experience working with complex schemas, as well as NoSQL DB such as MongoDB, Cassandra, etc.

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Experience programming in Java, Python, or Go

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Experience with logging solutions such as or Datadog or ELK

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Working knowledge of APIs, and SDKs

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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

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Experience with administering Mac, Linux, and Windows devices preferred

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Experience with device management tools such as Microsoft Active Directory or Apple MDM preferred

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Knowledge of Radius, and LDAP is a plus

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Strong written and verbal communication skills, with the ability to coordinate incidents and communicate impact clearly to customers, management, and internal stakeholders

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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