Senior DevOps Support Engineer

Copado; Bengaluru; On-site; INR 800,000 - 1,600,000; Full time

Job summary

Copado is the #1 DevOps Platform for Salesforce and the Cloud, delivering an AI-enabled devops platform to accelerate digital transformation for leading brands. Our platform unites admins and pro-code developers to scale end-to-end software delivery across multi-cloud environments.

The Copado Support team is a highly technical group responsible for innovating, maintaining, and delivering the best customer experience every day.

Qualifications

• 3-5 years of Salesforce experience.
• 3-5 years of Copado experience.
• 1-3 years in Customer Support or DevOps.
• Knowledge of SaaS environments and integrations.
• Knowledge of development tools (XML, APIs, CLI, SQL, logs).
• Experience with branching strategies and hosted VCS (Copado and Salesforce).
• Familiarity with Git repositories.
• Copado Admin and Developer Certifications.

Responsibilities

• Handle case queues (Signature, Success+, Partner) per agreements.
• Answer technical questions and solve Copado-related problems.
• Understand and advocate for customer needs.
• Resolve service issues and troubleshoot complex problems.
• Manage expectations to achieve high customer satisfaction.
• Lead swarming with DevOps engineers to resolve aged cases.
• Assess investigations before escalation to dev team.
• Maintain investigation stories and known issue lifecycles.
• Develop platform expertise to assist engineers and customers.
• Conduct enablement sessions for DevOps engineers.
• Research and document cases per procedure.
• Participate in job-related training.
• Review cases for accuracy.
• Complete assigned project tasks.

Skills

Salesforce

Copado

Customer Support

DevOps

SaaS environments

XML

APIs

CLI

SQL

Git

Education

Copado Admin Certification

Copado Developer Certification

Tools

Git

XML

APIs

CLI

SQL

Job description

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human’s ability to orchestrate business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen. Our 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. We operate in a dynamic and competitive industry and our consistent growth reflects our continued commitment to innovation and customer success.

Job Summary

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 and salary adjustment. Copado seeks a talented, hardworking individual with great energy, leadership, and initiative to drive delivery and customer success for one of the fastest growing applications in the Salesforce ecosystem.

Key Responsibilities

• Handle Signature, Success+, and Partner case queues in accordance with 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.
• Lead the swarming - Connect with DevOps Support Engineers on aged/blocked cases and provide your consultancy to effectively resolve the case.
• Assess the investigations created by DevOps Support Engineers before they are sent to the dev team for review.
• Maintain the investigation user story and known issue lifecycle.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help DevOps Support Engineers and customers.
• Regularly conduct enablement sessions for DevOps Support Engineers.
• Research, document, and elevate cases according to procedure.
• Actively participate in job-related training.
• Review support cases for technical and troubleshooting accuracy.
• Complete assigned project responsibilities.

What Success Looks Like

• Having a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals.
• Documenting solutions and consistently contributing to the internal knowledge base.
• Driving delivery and customer success for one of the fastest-growing applications in the Salesforce ecosystem.
• Managing customers' expectations and experiences in a way that results in high customer satisfaction
• Skillfully managing, troubleshooting, and resolving complex customer service problems.

Qualifications & Experience

• 3-5 years of prior experience in Salesforce.
• 3-5 years of 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 vendors, Copado and Salesforce working knowledge and experience.
• Familiarity with Git repositories.
• Copado Admin and Developer Certifications.