Escalations Engineer at JumpCloud

At JumpCloud, we are on a mission to help IT teams and Managed Service Providers simplify the way they manage user identities and devices. Our platform empowers small and medium-sized enterprises to adopt robust Zero Trust security models, and we have already earned the trust of over 200,000 organizations, including names like GoFundMe, Grab, and ClassPass. With over $400 million in backing from world-class investors like Atlassian and CrowdStrike, we are growing rapidly. We are looking for creative, passionate people who want to help us change the IT industry forever.

The opportunity

We are seeking a senior-level Escalations Engineer, or as we like to call it, a SmokeJumper, to join our engineering team. In this role, you will act as a vital bridge between our frontline support teams and our product development engineers. You will be responsible for tackling our most complex technical challenges, ensuring our cloud-based directory services remain reliable and secure. This is a hands-on position where you will be empowered to fix issues and push code directly to keep our systems running smoothly.

A day in the life

• Perform deep-dive troubleshooting on critical issues that impact our customers, both internally and externally.
• Serve as an Incident Manager to facilitate the swift resolution of technical problems while monitoring alerts and on-call channels.
• Develop and test internal SaaS applications that provide essential data to our sales, finance, and customer success teams.

Who you are

You are a seasoned engineer who thrives in an environment that is both agile and interrupt-driven. You communicate fluently in English and are comfortable working in a fully remote capacity. Your technical background includes:

• Over 5 years of experience with SQL and complex schemas, alongside familiarity with NoSQL databases like MongoDB or Cassandra.
• Proficiency in debugging JavaScript, Python, or Go, with strong scripting skills in BASH or PowerShell.
• A solid understanding of IAM concepts, including multi-factor authentication, directory services, and SSO.
• Experience with logging and monitoring tools such as Datadog or ELK.
• A collaborative spirit and a willingness to participate in on-call rotations to ensure our systems remain resilient.

Why you'll love it here

Working at JumpCloud means joining a team that values human connection and out-of-the-box thinking. We are a remote-first organization, offering you the flexibility to work from anywhere within the country. You will have the opportunity to work alongside a seasoned executive team and contribute your unique ideas to a proven, high-growth market. We care deeply about our people and are committed to helping every team member succeed in their career while solving challenging problems in a fast-paced, SaaS-based environment.