Copado Hiring Associate DevOps Support Engineer in Bangalore at Copado

CloudSutra; Bengaluru; On-site; INR 450,000 - 600,000; Full time

Job summary

Copado, the #1 DevOps Platform for Salesforce and the Cloud, is hiring an Associate DevOps Support Engineer. In this fast-paced role you will be the primary first line of contact for users, managing incoming voice calls and routing issues to the right technical resource.

You will diagnose problems, apply quick fixes where possible, and ensure a 10-minute SLA to connect customers with a human, while maintaining high CSAT and clear communication throughout the resolution process.

Responsibilities

• Serve as the front line for inbound customer voice calls and direct traffic to the right resource.
• Answer support queries quickly with a goal to connect customers to a human within 10 minutes.
• Actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform.
• Identify, categorize, document, and escalate complex problems to the right internal experts according to procedure.
• Manage expectations and communicate clearly to maintain high satisfaction and ensure issues are resolved.
• Achieve the 10-minute SLA for connecting customers to human support 95%+ of the time.
• Resolve Level 1 / Quick Fix tickets without escalation and route complex issues to Tier 2/3 as needed.
• Maintain high CSAT through empathetic and clear voice communication.

Job description

Copado, the #1 DevOps Platform for Salesforce and the Cloud, is hiring an Associate DevOps Support Engineer. Copado delivers an AI-enabled DevOps platform that enhances the ability to orchestrate business application development in the agentic age, driving digital transformation for 1,500+ of the most innovative brands on the planet - from Coca-Cola to T-Mobile to Volkswagen. The agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments.

In this dynamic, high-touch role, you will serve as the primary first line of contact for users. You will manage incoming voice calls and direct traffic to ensure customers quickly get to the right technical resource. You will handle quick fixes yourself while cleanly routing tougher technical issues, following up relentlessly to ensure every problem gets resolved. This is the ultimate traffic-controller and problem-solver role for a fast-paced DevOps environment.

Key responsibilities include:

• Serve as the front line for inbound customer voice calls, directing traffic and managing queues in accordance with customer agreements
• Answer incoming support queries with a strict, high-energy goal to get the customer connected to a human within 10 minutes
• Actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform
• Identify, categorize, document, and escalation complex problems to the right internal experts according to procedure
• Manage expectations and communicate in a way that results in high satisfaction, ensuring issues are genuinely fixed
• Hit the 10-minute SLA for connecting human-to-human on incoming queries 95%+ of the time
• Resolve Level 1 / Quick Fix tickets independently without escalation
• Seamlessly route complex issues to Tier 2/3 while maintaining customer communication
• Maintain high Customer Satisfaction (CSAT) scores through empathetic and clear voice communication