Devops Support Engineer

Devloit; Bengaluru; On-site; INR 700,000 - 1,000,000; Full time

Job summary

Devloit is seeking a technically skilled Copado Support professional in Bengaluru to handle case queues, answer intricate platform questions, and drive customer success. You will advocate for customer needs, resolve complex issues, and contribute to knowledge bases to boost operational efficiency.

The role emphasizes continual learning, collaboration with cross-functional teams, and opportunities for rapid career advancement within a fast-growing Salesforce ecosystem application.

Qualifications

• 2-3 years of Salesforce and DevOps experience.

Responsibilities

• Manage case queues in accordance to customer agreements.
• Respond to technical questions and resolve Copado platform issues with effective workarounds.
• Understand and advocate for customer needs to drive success.
• Resolve customer service issues and troubleshoot complex problems.
• Manage customer expectations to ensure high satisfaction.
• Develop and maintain technical expertise in Copado product functionality.
• Create knowledge base materials for operational efficiency.
• Research, document, and escalate cases per procedure.
• Participate in job-related training and assist with product training delivery.
• Review support cases for accuracy in troubleshooting.
• Identify up-sell opportunities and articulate Copado solutions clearly.

Skills

Salesforce

DevOps

Copado

Customer support

SaaS

Version control

XML

APIs

CLI

SQL

Copado Admin

Copado Developer Certification

Tools

Node.js

React

Java

Python

Job description

The Copado Support team is responsible for innovating, maintaining, and providing the best

customer experience and support to our users across all industries every day. Our users count

on our platform to be highly reliable, secure, and to preserve all of their customized integrations

every time we ship. This is a highly technical support role with opportunities for rapid

advancement. You will drive delivery and customer success for one of the fastest growing

applications in the Salesforce ecosystem

Key Responsibilities

• Manage case queues in accordance to customer agreements.
• Answer technical questions, solve technical problems, and suggest appropriate workarounds related to Copado platform.
• Understand and advocate for customer needs.
• Resolve customer service issues and skillfully manage/troubleshoot complex customer service problems.
• Manage customers' expectations and experience in a way that results in high customer satisfaction.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
• Create knowledge base materials dedicated towards operational efficiency.
• Research, document, and escalation cases according to procedure.
• Actively participate in job-related training and assist with the design and delivery of product and other technical training.
• Review support cases for technical and troubleshooting accuracy.
• Identify product and services up-sell opportunities and describe Copado solutions to customers in a way that is articulate, accurate, and persuasive.

Qualifications

• 2-3 years of prior experience in Salesforce and DevOps methodologies
• 1-3 years of prior experience in Copado
• 1-3 years of prior experience in Customer Support or DevOps.
• Knowledge of SaaS environments and Integrated Technologies.
• Knowledge of development technologies and tools (XML, APIs, CLI, SQL, error logs, etc.).
• Specific experience and understanding of branching strategy and hosted version control
• Knowledge of Node.js, React, Java, or Python is a plus
• Copado Admin and Developer Certifications.