Technical Account Manager, (Genius Bar)

Copado; Bengaluru; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Copado in Bengaluru, India, seeks a Technical Account Manager for Technical Excellence teams. The role is a highly technical, strategic advisor to enterprise customers, focusing on DevOps architecture, Salesforce release and test management, and pipeline orchestration.

You will be the Genius Bar partner, coaching customer engineers, driving health checks, and guiding end-to-end deployments using Copado CI/CD, CRT, and AI workflows, across global teams.

Qualifications

• Deep knowledge of DevOps and Salesforce platform delivery cycles.
• Hands-on experience with Copado CI/CD, CRT, and Copado AI/Agentia.
• Genius Bar / technical enablement mindset with coaching experience.
• Proven ability to collaborate across multicultural, global teams.
• Strong executive and stakeholder communication; translate tech to business impact.
• Calm, analytical approach to crisis management during production issues.
• Experience in automation and testing concepts, Robot Framework or similar.

Responsibilities

• Lead 1:1 Genius Bar coaching sessions and workshops to upskill customer teams.
• Build trusted advisor relationships with QA leads, release managers, and architects.
• Conduct health checks, CI/CD strategies, and testing practices to improve release confidence.
• Provide architectural guidance on DevOps topics and Copado AI capabilities.
• Collaborate with global teams across time zones and functions.
• Own technical success plans and measure outcomes like release velocity.
• Convert blockers into reusable knowledge base articles and feed product teams.

Skills

DevOps & Salesforce depth

Executive & stakeholder communication

Genius Bar / enablement mindset

Multicultural & global collaboration

Crisis management

Automation & testing acumen

Technical coaching

Tools

Copado CI/CD

Copado Robotic Testing (CRT)

Copado AI / Agentia

Salesforce Platform

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 Technical Account Manager (TAM) for Technical Excellence teams is a highly technical, strategic advisor dedicated to supporting enterprise and strategic customers. Located in India, this role sits at the center of a high-energy, multicultural, and globally distributed network.

Moving beyond the traditional scope of account management, this position requires a strong technical aptitude in DevOps architecture, Salesforce release and test management, and pipeline orchestration to provide best practices, hands‑on, day‑to‑day guidance directly with customer engineering and release teams.

At the heart of this role is our Genius Bar concept. You will act as a technical partner, diagnostic expert, and true extension of the customer’s team. You will leverage deep technical acumen across Salesforce DevOps, Copado CI/CD, Copado Robotic Testing (CRT), and Copado AI (Agentia) to run 1:1 coaching sessions, conduct proactive health checks, host group clinics, and streamline delivery pipelines.

You will work closely with global cross-functional teams (Support, Customer Success, Services, Engineering, Product), collaborating creatively across time zones and cultures to solve complex pipeline and automation challenges.

Key Responsibilities

Genius Bar Coaching & Diagnostic Sessions:

• Lead 1:1, 60‑minute Genius Bar coaching sessions and 1:Many enablement workshops to upskill customer teams on DevOps architecture, test automation strategies, and Copado AI workflows.

Primary Technical Point of Contact:

• Build trusted advisor relationships with QA leads, release managers, Salesforce architects, and executive leaders within strategic enterprise accounts.

Proactive Success Engineering & Health Checks:

• Conduct regular Health Checks, CI/CD DevOps Strategies,CRT Testing Practices, and DevOps Maturity Audits to proactively address gaps in pipeline reliability and release confidence.

Hands‑on Technical Guidance:

• Provide direct architectural guidance on DevOps topics like Salesforce development branching strategies, Robot Framework scripting and QWord libraries, and Copado AI capabilities to build scalable, maintainable automation environments.
• Support internal support teams by contributing technical expertise on escalated cases, bridging customer architectural context with internal resolution teams without letting the customer start over at every handoff.

Cross‑Functional Global Collaboration:

• Thriving in a multicultural, globally distributed team environment, partners seamlessly with US‑based CSMs, India support teams, EMEA engineers, and product leadership.

Customer Success Plans & Health Ownership:

• Own technical success plans, aligning platform capabilities to business objectives, tracking measurable outcomes (such as release velocity and test execution minutes), and mitigating technical risks early.

Knowledge Capture & Feedback Loop:

• Convert resolved technical blockers and Genius Bar diagnostic sessions into reusable knowledge base articles and playbooks, while channeling structured product feedback to internal engineering teams.

Qualifications & Experience

• DevOps & Salesforce Platform Depth: Proven experience with Salesforce platforms, metadata delivery cycles, Git command structures, branching strategies, and environment management.
• Ecosystem Expertise: Hands‑on experience or rapid adaptability across Copado CI/CD, Copado Robotic Testing (CRT), and Copado AI / Agentia platforms.
• Genius Bar / Technical Enablement Mindset: Demonstrated passion for coaching, diagnosing architectural issues live, and teaching technical teams how to adopt best practices.
• Multicultural & Global Collaboration: Proven ability to communicate effectively, build trust and thrive within multicultural globally distributed teams across different regions and time zones.
• Executive & Stakeholder Communication: Demonstrated ability to translate complex technical concepts, failures, and pipelines into clear, actionable business‑impact guidance for C‑level executives and technical leads alike.
• Crisis Management: Calm, analytical approach during high‑severity production failures or blocked release cycles.
• Automation & Testing Acumen: Proficiency in automated testing concepts, Robot Framework (keyword‑driven and data‑driven design), and quality gate integrations.

Preferred Qualifications

• Background: Prior experience in DevOps consulting, or Enterprise Technical Account Management or QA engineering, test architecture.
• Automated Testing Knowledge: Basic familiarity with test automation concepts, Copado Robotic Testing (CRT), or Robot Framework integration within CI/CD quality gates.
• Certifications: Active Copado CI/CD, Copado Robotic Testing, or Salesforce Administrator/Developer certifications. Working Hours:
• Must be willing and able to work aligned with US Business Hours (e.g. EST/CST overlap) to deliver real‑time Genius Bar sessions, live release guidance, and strategic alignment with US based enterprise customers and global stakeholders.