Senior Operations Engineer - India

1 week ago
Full-time
Senior
DevOps and Infrastructure
JumpCloud

JumpCloud

JumpCloud provides a unified platform for managing identity, access, and devices across various operating systems, enabling secure and frictionless access to resources through features like single sign-on, multi-factor authentication, and a Zero Trust ...

Internet Software & Services
251-1K
Founded 2013
$417M raised

Description

  • Design, build, and maintain scalable operational frameworks and automated workflows across the Global Customer Success ecosystem.
  • Act as a technical escalation point and mentor for Operations Specialists.
  • Architect and implement AI-driven support tools, LLM-based ticket categorization, and automated response systems to reduce costs and manual toil.
  • Develop and manage data-focused projects that improve Time-to-Value, CSAT, and churn reduction.
  • Collaborate with Product and Engineering teams to integrate internal tools and customer-facing support platforms through APIs and webhooks.
  • Establish and enforce technical standards for project management, data quality, and documentation.
  • Translate business requirements into technical tasks in Jira and support sprint planning and execution.
  • Lead project reviews and prioritization cycles to identify and solve the highest-impact operational bottlenecks and technical debt.

Requirements

  • 5+ years of experience in an operations or systems engineering role in a SaaS environment, ideally supporting Customer Success, Support, or Sales Ops.
  • Advanced knowledge of Salesforce architecture.
  • Proven experience with automation platforms.
  • Experience with CRMs, customer support platforms, AI tools, and ticketing systems.
  • Experience with Intercom and FinAI for chat, phone, and AI bot support.
  • Experience with Atlassian tools such as Jira and Confluence is encouraged.
  • Experience with Salesforce, Gemini, or Catalyst is encouraged.
  • Expertise in mapping complex business processes and identifying single points of failure.
  • Strong ability to interpret complex datasets related to customer health, support volume, and team effectiveness.
  • Exceptional oral and written communication skills in English.
  • Ability to manage multiple high-priority projects simultaneously and meet strict deadlines.
  • Bachelor’s degree in Computer Science, Information Systems, Business Operations, or equivalent practical experience.
  • PMP or CAPM certification is encouraged.
  • Must be located in and authorized to work in India.
  • Must be fluent in English for interviews and internal business communication.

Benefits

  • Remote-first work arrangement within India.
  • Opportunity to work with a global team across 15+ countries.
  • Work in a fast-moving SaaS environment on challenging technical problems.
  • Chance to collaborate with a seasoned executive team and supportive board.
  • Opportunity to contribute ideas that may shape products and features.
  • Inclusive, human-centered company culture focused on building connections.
  • Equal opportunity employer commitment.

Interested in this position?

Apply directly on the company website

Apply Now

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