JumpCloud®
Professional Services
SeniorOperationsEngineer-India
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Operations Engineer - India at JumpCloud®. Skills: Systems Architecture & Optimization, Technical Mentorship, Strategic Automation & AI, Data Engineering & Analytics, Cross-Functional Engineering, Operational Governance, Workflow Engineering, Infrastructure Cadence. Design, build, and maintain scalable operational frameworks and automated workflows within the GCS ecosystem to reduce manual toil.. Act as a technical escalation point and mentor for Operations Specialists, fostering a cultur”
What You'll Achieve.
reduce manual toil; drive departmental efficiency; Time-to-Value (TTV); CSAT; churn reduction; high-impact outcomes
Industry & Context.
A logical, engineering-first approach to problem-solving; identify technical "single points of failure."; interpret complex datasets to identify trends; determine which technical "debts" or operational bottlenecks to solve first.
must be located in and authorized to work in India to be considered for this role.
What They're Looking For.
Must Have
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., 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., Expert in mapping complex business processes and identifying technical "single points of failure.", ability to interpret complex datasets to identify trends in customer health, support volume, and team effectiveness., Exceptional oral and written communication skills in ability to translate complex technical "hows" into business-focused "whys" for executive stakeholders., Proven ability to manage multiple high-priority projects simultaneously while adhering to strict deadlines., A logical, engineering-first approach to problem-solving with a relentless focus on customer satisfaction and internal delivery team success.
Nice to Have
Experience working with Atlassian (Jira & Confluence), Salesforce, Gemini, or Catalyst would be encouraged., Project Management certifications (PMP, CAPM) would be encouraged.
What You'll Do.
and maintain scalable operational frameworks and automated workflows within the GCS ecosystem to reduce manual toil.
Act as a technical escalation point and mentor for Operations Specialists
fostering a culture of technical excellence and continuous improvement.
Architect and implement cost-saving initiatives by leveraging AI-driven support tools
LLMs for ticket categorization
and automated response systems.
Develop and manage projects focusing on provide real-time deliverability of Time-to-Value (TTV)
Collaborate with Product and Engineering teams to ensure internal tools and customer-facing support platforms are integrated seamlessly via APIs and webhooks.
Establish and enforce technical standards for project management
ensuring all initiatives are backed by clean data and consistent documentation.
Translate high-level business requirements into technical tasks (Jira)
ensuring high-impact outcomes through rigorous sprint planning and execution.
Lead project reviews and prioritization cycles
using a data-driven approach to determine which technical "debts" or operational bottlenecks to solve first.
How You'll Work.
Team & Collaboration
Work at the intersection of Customer Success, Customer Support, Account Management, Customer Education, Sales, and Engineering to build innovative solutions that drive departmental efficiency.; Collaborate with Product and Engineering teams to ensure internal tools and customer-facing support platforms are integrated seamlessly via APIs and webhooks.
Communication Scope
Exceptional oral and written communication skills in ability to translate complex technical "hows" into business-focused "whys" for executive stakeholders.; speak and write in English fluently
Process & Methodology
project management, sprint planning and execution, project reviews, prioritization cycles
Full Job Description
## Description All roles at JumpCloud® are Remote unless otherwise specified in the Job Description. 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-Funct
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