Job Description

We are looking for a skilled, self-motivated SmokeJumper (Escalations Engineer) to join our engineering team. At JumpCloud we’re solving complex problems using technologies like Go, Kubernetes, Linux, Terraform, Python and many others. We’re in the cloud and for the cloud, taking advantage of all the fun tools and capabilities offered to us by Amazon AWS. We are focused on delivering cloud-based directory services via a SaaS model and as a result are solving some very difficult problems around identity, authentication, security, and cloud-based architecture scaling.

What you’ll be doing:

This role is responsible for managing and resolving complex technical issues that have been escalated from the frontline global support teams. You’ll also be supporting and working closely with our product and engineering teams in minimizing downtime, degradation, and assisting with complex data queries. You will drive and guide triaging of issues, escalating issues to product teams, and even help solve them, all while communicating impact to management and customers. You will be seen as widely proficient with the product’s solutions and act as a resource that JumpCloud team members can tap into. You will help others understand the issue and communicate the impact. Not only will you serve as a bridge between customer support and product\development teams, you will also be empowered to fix and push code directly.

Responsibilities:

• Perform in-depth troubleshooting on issues impacting our customers both internally and externally.
• Help develop and test our internal SaaS application focused on providing critical customer data to our CSE, CSM, TAM, Sales and Finance teams.
• Provide engineering support for all our 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.
• Inject yourself in ongoing issues or discussions which you have knowledge to expedite resolution.

Qualifications:

• Minimum 5+ years of strong SQL skills, and experience working with complex schemas, as well as NoSQL DB such as MongoDB, Cassandra, etc.
• Ability to debug javascript, Python, or Go.
• Strong scripting / automation skills using Bash, PowerShell or Python.
• Candidate will be expected to learn the JumpCloud platform in detail.
• Experience with logging solutions such as or Datadog or ELK.
• Experience with administering Mac, Linux, and Windows devices preferred.
• Experience with device management tools such as Microsoft Active Directory or Apple MDM preferred.
• Working knowledge of APIs, and SDKs.
• Knowledge of Radius, and LDAP is a plus.
• 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.