DevOps Support Engineer

Type of Hire : Contractor (06 months)

Role 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.

Qualifications

● 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.