DevOps Support Engineer: Frontline Troubleshooter

Copado; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Copado, the #1 DevOps platform for Salesforce and the cloud, is seeking a dynamic first-line support specialist. You will manage inbound voice calls and direct traffic to the right technical resource, acting as the traffic controller in a fast-paced DevOps environment.

You will triage questions, provide quick fixes where possible, and ensure issues are resolved by the appropriate expert. Strong English communication and a customer-centric mindset are essential, with a flexible schedule to

Qualifications

• Foundational knowledge of Salesforce platforms and DevOps methodologies.
• Familiarity with SaaS environments, APIs, XML, SQL, Git, and hosted version control systems.
• Strong technical diagnostic and analytical skills with a structured approach to troubleshooting problems.
• Proven ability to multitask—navigating knowledge bases, searching solutions, and logging accurate case notes while keeping callers engaged.
• Excellent written and verbal English communication skills, with experience collaborating alongside global, remote teams.

Responsibilities

• Manage Voice Calls & Traffic: Serve as the front line for inbound customer voice calls, directing traffic and managing queues in accordance with customer agreements.
• Rapid Response Triage: Answer incoming support queries with a strict, high-energy goal to get the customer connected to a human within 10 minutes.
• Troubleshoot & Resolve: Use technical knowledge to actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform.
• Escalate Accurately: Identify, categorize, document, and escalation complex problems to the right internal experts according to procedure.
• Own the Customer Experience: Manage expectations and communicate in a way that results in high satisfaction, ensuring issues are genuinely fixed.

Skills

Salesforce knowledge

SaaS environments

APIs

XML

SQL

Git

Troubleshooting

Multitasking

English communication

Tools

Git

APIs

XML

Job description

Copado, the #1 DevOps platform for Salesforce and the cloud, is seeking a dynamic first-line support specialist. You will manage inbound voice calls and direct traffic to the right technical resource, acting as the traffic controller in a fast-paced DevOps environment.

You will triage questions, provide quick fixes where possible, and ensure issues are resolved by the appropriate expert. Strong English communication and a customer-centric mindset are essential, with a flexible schedule to