DevOps Support Engineer

Copado Inc.; New Orleans (LA); Remote; USD 60,000 - 90,000; Full time

Job summary

Copado Inc. is a leading DevOps platform for Salesforce, seeking a technically strong support professional to join our global team.

In this role you will manage case queues, troubleshoot complex issues, and provide practical workarounds for the Copado platform in Salesforce environments. You\'ll collaborate with customers worldwide, uphold SLAs, and contribute to knowledge bases while developing deep product mastery.

Qualifications

• 1-5 years of hands-on experience in Salesforce, Customer Support, or DevOps environments.
• Proficiency with SaaS environments and Git repositories.
• Strong knowledge of hosted version control and troubleshooting.

Responsibilities

• Manage case queues in accordance with customer SLAs.
• Answer complex technical questions and troubleshoot issues.
• Provide appropriate workarounds for the Copado platform.
• Advocate for customer needs and manage expectations.
• Resolve issues to drive high satisfaction and long-term success.
• Develop deep technical mastery in product functionality.
• Contribute to knowledge base articles and assist with training.
• Review support cases for troubleshooting accuracy.
• Identify potential product or service upsell opportunities.

Skills

Salesforce

Git workflows

APIs/CLI

SQL/XML

Troubleshooting

Tools

Git

CLI

APIs

XML

Error logs

Job description

About Copado Copado is the leading DevOps platform for Salesforce, revolutionizing how the world\'s largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

About the Role

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. We provide our employees with flexible working environments and competitive benefits in all of our global offices, along with the opportunity to grow with the Company.

What You\'ll Do

• Manage case queues in accordance with customer SLAs
• Answer complex technical questions and troubleshoot issues
• Provide appropriate workarounds for the Copado platform
• Advocate for customer needs and manage expectations
• Resolve issues skillfully to drive high satisfaction and long-term success
• Develop deep technical mastery in product functionality
• Contribute to knowledge base articles and assist with technical training
• Review support cases for troubleshooting accuracy
• Document and escalated complex issues per procedure
• Identify potential product or service upsell opportunities

What We\'re Looking For

• 1-5 years of hands-on experience in Salesforce, Customer Support, or DevOps environments
• Proficiency with SaaS environments and Git repositories
• Strong knowledge of branching strategies and hosted version control vendors
• Experience with development tools including APIs, CLI, SQL, XML, and error logs
• Strong analytical and troubleshooting skills
• Excellent written and verbal communication for global clients and leadership
• Copado Admin and Developer Certifications preferred
• Flexible schedule to support remote/global coverage, including nights and weekends