Senior Operations Engineer - India

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.

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.