[Hiring] Senior Operations Engineer @JumpCloud

Role Description

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 providing 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.
• 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.
• Education: Bachelor’s degree in Computer Science, Information Systems, Business Operations or equivalent practical experience; Project Management certifications (PMP, CAPM) would be encouraged.
• Mindset: A logical, engineering-first approach to problem-solving with a relentless focus on customer satisfaction and internal delivery team success.

Requirements

• This role is remote in the country of India. You must be located in and authorized to work in India to be considered for this role.
• JumpCloud® has teams in 15+ countries around the world and conducts our internal business in English. The interview and any additional screening process will take place primarily in English.

Benefits

• If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you!
• JumpCloud® is an incredible place to share and grow your expertise!
• You’ll work with amazing talent across each department who are passionate about our mission.
• We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome.
• You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.