[Hiring] Escalations Engineer @JumpCloud

Role Description

What you’ll be doing:

• Perform in-depth troubleshooting on issues impacting our customers both internally and externally
• Developing our internal SaaS application focused on providing critical customer data to our CSE, CSM, TAM, Sales and Finance teams
• Provide support for all Product and Engineering teams
• Serve as Incident Manager in facilitating the quick resolution of issues
• Work with internal stakeholders in solving support inquiries
• Monitor alerts and on call channels for activity
• Participate in an on-call rotation, expected after your first 6 months of onboarding
• Inject yourself in ongoing issues or discussions which you have knowledge to expedite

Qualifications

• Strong SQL skills, and experience working with complex schemas, as well as NoSQL DB such as MongoDB, Cassandra, etc.
• Experience programming in Java, Python, or Go
• Experience with logging solutions such as Datadog or ELK
• Working knowledge of APIs, and SDKs
• 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
• Experience with administering Mac, Linux, and Windows devices preferred
• Experience with device management tools such as Microsoft Active Directory or Apple MDM preferred
• Knowledge of Radius, and LDAP is a plus
• Strong written and verbal communication skills, with the ability to coordinate incidents and communicate impact clearly to customers, management, and internal stakeholders
• 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

Requirements

• JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.
• You must be located in and authorized to work in the country noted in the job description to be considered for this role.
• There is an expectation that our engineers participate in on-call shifts. You will be expected to commit to being ready and able to respond during your assigned shift, so that alerts don't go unaddressed.

Benefits

• If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you!
• JumpCloud is an incredible place to share and grow your expertise!
• You’ll work with amazing talent across each department who are passionate about our mission.
• We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome.
• You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

Company Description

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.