Senior Operations Engineer
Fully remote-first working model within India.Full-TimeSenior
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisSalesforceJiraRESTful APIsConfluenceSaaS
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.
Responsibilities
- 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.
View Full Description & ApplyYou'll be redirected to the employer's site
