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
- Experience programming in Java, Python, or Go, and comfort reading unfamiliar codebases to confirm how a system behaves
- Experience with logging and observability tools such as Datadog or ELK
- Working knowledge of APIs (REST, gRPC) and SDKs
- A solid understanding of identity and access concepts: SSO (SAML / OIDC), user provisioning (SCIM), MFA, and directory services
- Comfort with the Linux command line and basic container / Kubernetes operations (running pods, reading logs)
- 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
- Strong written and verbal English communication skills, with the ability to coordinate incidents and communicate impact clearly to customers, management, and internal stakeholders across time zones
- 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
Responsibilities:
Own escalated customer-found issues end to end: reproduce the problem, isolate the failing layer (endpoint agent, API, backend worker, or data), and drive it to resolution or a well-documented handoff to the owning product team
Investigate using Datadog logs and traces, production databases, endpoint agent logs, HAR files, and service source code, and build clear timelines of what happened and why
Perform safe, auditable production data operations in PostgreSQL, MongoDB, and MySQL for Support and Engineering teams: query, verify, apply changes in transactions, and clearly document results
Handle privileged operational requests, including administrator account recovery with identity verification, organization lifecycle changes, account configuration, and usage and billing reports
Serve as Incident Manager to coordinate the quick resolution of customer-impacting incidents, and contribute to post-incident reviews
Monitor alerts and on-call channels, and participate in an on-call rotation after your first 6 months of onboarding
Write clear, structured updates for Support, root-cause summaries suitable for customers, and precise requests for the data needed to move an investigation forward
Spot recurring issues and turn them into runbooks, knowledge base articles, monitors, or automation, and advocate with product teams for permanent fixes
Develop our internal SaaS application (JumpDesk), which gives CSE, CSM, TAM, Sales, and Finance teams critical customer data and safe self-service actions, along with other team tooling
Provide support for all Product and Engineering teams, and step into ongoing issues or discussions where your knowledge can speed up resolution
Preferred
Experience administering Mac, Linux, and Windows devices, including troubleshooting sign-in and authentication problems at the OS level
Experience with device management tools such as Apple MDM (ADE / Apple Business Manager / VPP), Microsoft Intune, or Microsoft Active Directory / Entra ID
Hands-on experience with identity providers and directory integrations such as Google Workspace, Microsoft 365 / Entra ID, Okta, or HRIS systems
Knowledge of RADIUS and LDAP
Prior escalation or support engineering experience at an identity, device management, or security SaaS company
Experience with AWS, message queues (Kafka, SQS), or Terraform
Front-end experience (React / TypeScript) for internal tool development
#LI-PD1
Skills Required
- Strong SQL skills and experience with complex schemas
- Experience with NoSQL databases such as MongoDB or Cassandra
- Programming experience in Java, Python, or Go
- Experience with logging solutions such as Datadog or ELK
- Working knowledge of APIs and SDKs
- Comfort using AI-assisted tools, coding assistants, and LLM-based agents in engineering work
- Experience administering Mac, Linux, and Windows devices
- Experience with device management tools such as Microsoft Active Directory or Apple MDM
- Knowledge of RADIUS and LDAP
- Strong written and verbal communication skills
- Ability to coordinate incidents and communicate impact clearly to customers, management, and internal stakeholders
- Strong teamwork skills in an Agile and interrupt-driven environment
- Fluent spoken and written English
- Located in and authorized to work in Türkiye
- Ability to participate in assigned on-call shifts
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — Multiple medical plan options (including an HSA with employer contribution) plus dental, vision, EAP, disability, and life insurance are explicitly offered. Feedback suggests the overall healthcare package is a core strength.
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Retirement Support — A 401(k) with company match is clearly provided and repeatedly highlighted in company materials and employee commentary. Feedback suggests retirement benefits contribute meaningfully to total rewards.
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Leave & Time Off Breadth — Flexible/unlimited PTO, paid sick leave, and parental leave are standard, and feedback suggests the time‑off policy is genuinely usable and encouraged. This breadth of leave is consistently noted alongside a remote‑first setup.
JumpCloud Insights
What We Do
JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to an organization’s technology resources from any device, or any location. The JumpCloud Open Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities and their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever. We live by our core values which are: Build Connections Think Big 1% Better Every Day
Why Work With Us
We offer an incredible opportunity to see your impact. Each team member gets an up close personal view and education into building a fast growing startup. We are transparent about what we are doing, how we are doing it, and the decisions that we are making. There is opportunity to progress and flexibility to find unique approaches to our business
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JumpCloud Offices
Remote Workspace
Employees work remotely.
JumpCloud is committed to being remote-first across the world. We have team members in most U.S. states and in 14 countries.
