Senior DevOps Support Engineer
Copado
- Location
- Onsite (Bengaluru, Karnataka)
- Employment
- Full-time
- Level
- Senior Level
About the Role
Copado is a leading DevOps platform for Salesforce, seeking a Senior DevOps Support Engineer to lead technical support queues and drive customer success. The role focuses on resolving complex escalations, mentoring the support team, and ensuring platform reliability for global customers.
Skills
Full job details
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.
What You'll Do
- Tiered Case Queue & Swarming Leadership: Handle Signature, Success+, and Partner queues, leading swarming sessions with DevOps Support Engineers to provide consultancy on aged or blocked cases
- Technical Troubleshooting & Case Escalation: Diagnose complex platform issues, suggest workarounds, review technical case accuracy, and assess developer-bound investigations and known issue lifecycles
- Customer Experience & Advocacy: Advocate for customer needs and manage high-touch expectations to maintain top-tier customer satisfaction across premium accounts
- Team Enablement & Technical Mastery: Develop deep expertise across assigned product areas, regularly conducting technical enablement sessions for support engineers while completing assigned projects
What We're Looking For
- Core Ecosystem & Support Experience: 3-5 years of experience in Salesforce, 3-5 years in Copado, and 1-3 years in Customer Support or DevOps
- DevOps & Technical Foundations: Hands-on experience with SaaS environments, Git repositories, branching strategies, version control, and development tools (APIs, CLI, SQL, XML, error logs)
- Problem Solving & Team Enablement: Strong analytical and troubleshooting skills with a track record of mentoring junior engineers, managing complex escalations, and driving resolution accuracy
- Required Certifications: Copado Admin and Developer Certifications