Escalations Engineer

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.

SmokeJumpers are JumpCloud's escalation engineers.  We’re the team that gets called when a customer issue is too complex for Support and too urgent to wait in a product team's backlog. When an admin's users can't sign in, a device falls out of a group and loses its policies, or a sync to Google Workspace or Slack breaks, we find out why and get it fixed. We take issues from first report through root cause and resolution, working across logs, production data, and source code, and either fix them ourselves or hand product teams a clear, evidence-backed diagnosis.  Additionally, we’re responsible for developing our internal applications and tooling that the entire organization relies on to understand customer profiles and troubleshoot their issues.

JumpCloud delivers cloud-based identity, device, and access management as a SaaS platform, so the problems we see span identity, authentication, security, endpoints, and cloud-scale architecture. Our stack includes Go, Kubernetes, Linux, Terraform, Python, PostgreSQL, MongoDB, and Kafka on AWS and GCP. If you love a hard puzzle, you'll fit right in, and we'll make sure you never run out of them. 

What you’ll be doing:

• Most of your time will go to escalated customer issues and the privileged operational work that only SmokeJumpers are trusted to do.
• You'll drive triage, investigate across the whole JumpCloud platform, make careful fixes to production data, and act as the bridge between our global Support team and product engineering, communicating impact to customers and management along the way.
• When there's room, you'll also help build the internal tools that make Support, CSMs, and our own team faster, and you'll be empowered to fix and push code directly. 

We’re looking for:

• 4+ years in escalation engineering, technical support engineering (L3), SRE, or software engineering on a SaaS platform 
• A proven track record of root-causing complex issues in distributed systems, and the ability to explain clearly how you found the answer 
• Strong SQL skills and experience working with complex schemas, as well as NoSQL databases such as MongoDB or Cassandra