Senior Operations Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the technical architecture, management, and optimization of systems that support JumpCloud’s customer-centric services.

• Collaborate across Customer Success, Customer Support, Account Management, Customer Education, Sales, and Engineering to create innovative solutions that enhance departmental efficiency.

• Design, develop, and sustain scalable operational frameworks and automated workflows within the GCS ecosystem.

• Serve as a technical escalation point and mentor for Operations Specialists.

• Design and implement cost-saving strategies by utilizing AI-driven support tools.

• Lead and manage projects aimed at improving real-time deliverability of Time-to-Value (TTV), CSAT, and reducing churn.

• Work alongside Product and Engineering teams to ensure seamless integration of internal tools and customer-facing support platforms.

• Set and uphold technical standards for project management.

• Convert high-level business requirements into technical tasks to ensure impactful results.

⛳️ Requirements

• At least 5 years of experience in a high-impact Operations or Systems Engineering role, with a specific focus on Customer Success, Support, or Sales Ops within a SaaS environment.

• Advanced knowledge of Salesforce (SFDC) architecture.

• Demonstrated experience with automation platforms.

• Proficient in CRMs, CSPs, AI, and Ticketing platforms.

• Proven experience using Intercom & FinAI.

• Experience with Atlassian (Jira & Confluence), Salesforce, Gemini, or Catalyst is preferred.

• Expertise in mapping intricate business processes and identifying technical "single points of failure."

• Strong capability to analyze complex datasets to uncover trends in customer health, support volume, and team performance.

• Excellent oral and written communication skills in English.

• Proven track record of managing multiple high-priority projects concurrently while meeting stringent deadlines.

• Bachelor’s degree in Computer Science, Information Systems, Business Operations, or equivalent practical experience.

• Project Management certifications (PMP, CAPM) are preferred.

• A logical, engineering-first mentality towards problem-solving with a strong emphasis on customer satisfaction.

🏝️ Benefits

• JumpCloud is an equal opportunity employer.

• No third-party resumes accepted.