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.
What the Team is Saying
JumpCloud Compensation & Benefits Highlights
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Healthcare Strength — Health coverage starts day one in the U.S., includes dental/vision and mental-health support, and offers an HSA option with employer contributions. Expanded medical travel coverage, abortion travel benefits in the U.S., an EAP, and a Calm subscription further strengthen healthcare support.
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Leave & Time Off Breadth — Flexible or “unlimited” PTO, paid holidays and sick days, and generous parental and family medical leave are highlighted across materials. Remote-first norms and wellness programs are also documented.
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Retirement Support — A U.S. 401(k) plan with a company match (50% up to 6% of pay) is offered alongside life and disability insurance. Access to a personal financial consultant and country-specific pension programs are also noted.
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What We Do
JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to an organization’s technology resources from any device, or any location. The JumpCloud Open Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities and their devices, and apply conditional access controls based on Zero Trust principals. Since launching in 2012, our global user base has grown to more than 150,000 organizations, with more than 5,000 paying customers including Cars.com, GoFundMe, Grab, ClassPass, Uplight and Peloton. JumpCloud has raised over $400M from world-class investors including Sapphire Ventures, General Atlantic, Sands Capital, Atlassian, and CrowdStrike. Our teams are growing fast, too, and we're looking for talent across engineering, sales, customer success, marketing, product management, and more. Join our team of dedicated, passionate, and creative people who are eager to change the IT industry forever. We live by our core values which are: Build Connections Think Big 1% Better Every Day
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We offer an incredible opportunity to see your impact. Each team member gets an up close personal view and education into building a fast growing startup. We are transparent about what we are doing, how we are doing it, and the decisions that we are making. There is opportunity to progress and flexibility to find unique approaches to our business
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Employees work remotely.
JumpCloud is committed to being remote-first across the world. We have team members in most U.S. states and in 14 countries.
