DevOps Support Engineer

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. 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 escalate 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.

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

• 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 vendors.
• Knowledge of Node.js, React, Java, or Python is a plus 
• Copado Admin and Developer Certifications.

Non-Negotiables

• Excellent written and verbal communication skills, both in English.
• A flexible schedule with full willingness to work adaptable hours, including shifts to support global SLAs.
• Demonstrated analysis, problem-solving, and troubleshooting expertise.
• Ability to effectively prioritize and escalate customer issues as required.

Additional Skills and Qualities:

• A love for building relationships and having a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals.
• Demonstrated analysis, problem-solving, and troubleshooting expertise.
• Strong willingness to learn and adapt to new DevOps tools and methodologies.
• Experience working with remote teams and a global client base.
• Ability to multitask and perform effectively under pressure.