Senior Operations Engineer - India

About JumpCloud®

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. JumpCloud is Intelligent, Secure IT.

The Role

This role reports to the Senior Manager of Operations within the Global Customer Success (GCS) department. As a Senior Operations Engineer (Operations Engineer III), you will be responsible for the technical architecture, management, and optimization of the systems that power JumpCloud’s customer-focused services. You will work at the intersection of Customer Success, Customer Support, Account Management, Customer Education, Sales, and Engineering to build innovative solutions that drive departmental efficiency. The ideal candidate isn't just a process follower, but a systems thinker who can build the "piping" that allows our support and success teams to scale globally.

Responsibilities

• Systems Architecture & Optimization: Design, build, and maintain scalable operational frameworks and automated workflows within the GCS ecosystem to reduce manual toil.
• Technical Mentorship: Act as a technical escalation point and mentor for Operations Specialists, fostering a culture of technical excellence and continuous improvement.
• Strategic Automation & AI: Architect and implement cost-saving initiatives by leveraging AI-driven support tools, LLMs for ticket categorization, and automated response systems.
• Data Engineering & Analytics: Develop and manage projects focusing on provide real-time deliverability of Time-to-Value (TTV), CSAT, and churn reduction.
• Cross-Functional Engineering: Collaborate with Product and Engineering teams to ensure internal tools and customer-facing support platforms are integrated seamlessly via APIs and webhooks.
• Operational Governance: Establish and enforce technical standards for project management, ensuring all initiatives are backed by clean data and consistent documentation.
• Workflow Engineering: Translate high-level business requirements into technical tasks (Jira), ensuring high-impact outcomes through rigorous sprint planning and execution.
• Infrastructure Cadence: Lead project reviews and prioritization cycles, using a data-driven approach to determine which technical "debts" or operational bottlenecks to solve first.

Qualifications

• Experience: 5+ years of experience in a high-impact Operations or Systems Engineering role, specifically focused on Customer Success, Support, or Sales Ops in a SaaS environment.
• Technical Proficiency: Advanced-level knowledge of Salesforce (SFDC) architecture. Proven experience with automation platforms. Proficiency in CRMs, CSPs, AI, and Ticketing platforms. Proven experience in Intercom & FinAI. Our support org heavily relies on this platform for both Chat, Phone, and AI bot support. Experience working with Atlassian (Jira & Confluence), Salesforce, Gemini, or Catalyst would be encouraged.
• Process Engineering: Expert in mapping complex business processes and identifying technical "single points of failure."
• Analytical Rigor: Strong ability to interpret complex datasets to identify trends in customer health, support volume, and team effectiveness.
• Communication: Exceptional oral and written communication skills in English; ability to translate complex technical "hows" into business-focused "whys" for executive stakeholders.
• Organization: Proven ability to manage multiple high-priority projects simultaneously while adhering to strict deadlines.