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Senior DevOps Support Engineer

Copado Bengaluru, Karnataka, India

Technology, Information and Internet · 2-10 employees

Sep 18
devops Senior (5-10 yrs) Full-time India
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About the role

The role involves leading technical support queues, managing complex escalations, and providing consultancy on blocked cases. Additionally, the engineer will drive customer success and conduct technical enablement sessions for the support team.

What they look for

Salesforce Copado DevOps Customer Support Git Version Control APIs CLI SQL XML Technical Troubleshooting Mentoring Case Management SaaS Leadership

Requirements

Candidates must have 3-5 years of experience in Salesforce and Copado, along with 1-3 years in customer support or DevOps. Required certifications include Copado Admin and Developer certifications.

Full description

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

  • Handle Signature, Success+, and Partner support queues
  • Lead swarming sessions with DevOps Support Engineers on aged or blocked cases
  • Diagnose complex platform issues and suggest technical workarounds
  • Review technical case accuracy and assess developer-bound investigations
  • Track and manage known issue lifecycles
  • Advocate for customer needs and manage high-touch expectations to maintain top-tier CSAT
  • Develop deep technical expertise across assigned product areas
  • Conduct technical enablement sessions for support engineers and complete assigned projects

What We're Looking For

  • 3–5 years of experience with Salesforce
  • 3–5 years of hands-on experience with Copado
  • 1–3 years of experience in Customer Support or DevOps environments
  • Hands-on experience with SaaS environments and Git repositories
  • Knowledge of branching strategies, version control, and dev tools (APIs, CLI, SQL, XML, error logs)
  • Strong analytical and troubleshooting skills
  • Proven track record of mentoring junior engineers and managing complex escalations
  • Experience driving case resolution accuracy
  • Copado Admin and Developer Certifications

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