About the Role

In this dynamic, high-touch role, you will serve as the primary first line of
contact for our users. You will manage incoming voice calls and direct traffic
to ensure customers quickly get to the right technical resource. You will handle
quick fixes yourself while cleanly routing tougher technical issues, following
up relentlessly to ensure every problem gets resolved. You are the ultimate
traffic controller and problem-solver for a fast-paced DevOps workplace.=

What You'll Do

* 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 escalate 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.

What Success Looks Like

* Hitting the 10-minute SLA for connecting human-to-human on incoming queries
95%+ of the time.
* Successfully resolving Level 1 / Quick Fix tickets independently without
escalation.
* Seamlessly routing complex issues to Tier 2/3 without dropping the ball on
customer communication.
* Maintaining high Customer Satisfaction (CSAT) scores through empathetic and
clear voice communication.

What We're Looking For

* 0–2 years of experience in a Technical Support, DevOps Support, Salesforce
Support, or a similar technical role is preferred.
* Freshers are welcome to apply, provided they have completed a B.Tech/B.E. in
Computer Science, Information Technology, or a closely related engineering
discipl

📌 Associate DevOps Support Engineer (Bengaluru)
🏢 Copado
📍 Bengaluru