Senior Operations Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Operations Engineer in India.

This role sits at the core of global Customer Success operations, where systems, automation, and data come together to power scalable customer experiences. You will design and optimize the technical backbone that enables support, success, sales, and engineering teams to operate efficiently across a fast-growing SaaS environment. Acting as both a systems architect and operational strategist, you will build automated workflows, integrate platforms, and reduce manual effort through intelligent engineering solutions. The position requires strong technical depth, a product-minded approach to operations, and the ability to translate business needs into scalable systems. You will also play a key role in driving AI-enabled automation, improving customer health metrics, and enhancing overall service efficiency. This is a high-impact role where your work directly shapes how global teams deliver value to customers at scale.

Accountabilities:

• Design, build, and optimize scalable operational systems, workflows, and automation frameworks across the Customer Success ecosystem to reduce manual effort and improve efficiency.
• Develop and maintain integrations between internal tools and customer-facing platforms using APIs, webhooks, and modern automation approaches.
• Lead strategic automation initiatives, including AI-driven support tools, LLM-based ticket categorization, and intelligent response systems.
• Build and manage data-driven solutions to track and improve key metrics such as time-to-value (TTV), CSAT, customer health, and churn reduction.
• Act as a technical escalation point and mentor for operations teams, driving technical excellence and best practices.
• Translate business requirements into structured technical execution plans, including Jira workflows and sprint planning.
• Define and enforce operational governance standards, ensuring consistency in documentation, data quality, and execution.
• Identify and prioritize system bottlenecks and technical debt, leading improvement cycles based on data-driven insights.

Requirements:

• 5+ years of experience in operations engineering, systems engineering, or customer success/sales operations within a SaaS environment.
• Strong expertise in Salesforce (SFDC) architecture and experience working with CRMs, ticketing systems, and customer support platforms.
• Hands-on experience with automation tools and platforms, including workflow orchestration and system integration.
• Experience working with Intercom, FinAI, or similar AI-powered support and engagement tools.
• Strong understanding of Atlassian tools such as Jira and Confluence; familiarity with tools like Catalyst or Gemini is a plus.
• Proven ability to design and map complex business processes and identify operational inefficiencies or system failure points.
• Strong analytical skills with experience interpreting large datasets to improve customer and operational outcomes.
• Excellent communication skills with the ability to simplify complex technical concepts for business stakeholders.
• Strong organizational skills with the ability to manage multiple high-priority initiatives in parallel.
• Bachelor’s degree in Computer Science, Information Systems, Business Operations, or equivalent practical experience; PMP/CAPM certification is a plus.

Benefits:

• Competitive compensation aligned with experience and market standards.
• Fully remote-first working model within India.
• Opportunity to work on advanced SaaS operations, automation, and AI-driven systems at scale.
• Exposure to modern customer success platforms, CRM ecosystems, and engineering-grade operational systems.
• Strong career growth in systems engineering, operations architecture, and technical leadership.
• Collaborative global environment with cross-functional exposure across engineering, product, and customer teams.
• Learning opportunities in AI-driven automation, data engineering, and process optimization.
• Inclusive culture focused on innovation, ownership, and continuous improvement.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1