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.

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.

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Where you’ll be working/Location:

JumpCloud is committed to being Remote First, meaning that you are able to work remotely within the country noted in the Job Description.

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.

Language:

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. To be considered for a role at JumpCloud®, you will be required to speak and write in English fluently. Any additional language requirements will be included in the details of the job description.

Why JumpCloud?

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.

One of JumpCloud®'s three core values is to “Build Connections.” To us that means creating " human connection with each other regardless of our backgrounds, orientations, geographies, religions, languages, gender, race, etc. We care deeply about the people that we work with and want to see everyone succeed." - Rajat Bhargava, CEO

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud®. Please note JumpCloud® is not accepting third party resumes at this time.

JumpCloud® is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Scam Notice:

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of JumpCloud. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that JumpCloud will never ask for any personal account information, such as credit card details or bank account numbers, during the recruitment process. Additionally, JumpCloud will never send you a check for any equipment prior to employment.

All communication related to interviews and offers from our recruiters and hiring managers will come from official company email addresses (@jumpcloud.com) and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent JumpCloud and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at recruiting@jumpcloud.com with the subject line "Scam Notice"

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