About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

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 environment.=

What You'll Do

- Call & Traffic Management: 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 of connecting customers to a human within 10 minutes
- Technical Troubleshooting & Resolution: Use platform knowledge to diagnose technical problems, suggest workarounds, and actively answer Copado platform questions
- Accurate Escalation & Case Documentation: Identify, categorize,



and document complex issues to escalate them to the right internal experts according to procedure
- Customer Experience Ownership: Manage customer expectations through empathetic communication that yields high satisfaction and ensures issues are genuinely resolved

What We're Looking For

- Background & Education: 0-2 years of experience in technical support (Salesforce, DevOps, QA) OR freshers with a B.Tech/B.E. in Computer Science, IT, or a related engineering discipline
- Technical Foundations: Basic understanding of Salesforce platforms, DevOps concepts, and SaaS application environments (APIs, XML, SQL, Git, and version control systems)
- Problem Solving & Multitasking: Strong analytical skills paired with the ability to research solutions, navigate knowledge bases, document cases, and solve problems systematically
- Customer-Centric Mindset: A strong passion for building customer trust through attentive, responsive, and empathetic live support
- Phone Etiquette & Spoken English: Exceptional spoken and written English skills with a professional audio presence, active listening ability, and explicit step-by-step phone articulation
- Schedule Flexibility: Willingness and full flexibility to work adaptable hours and global shift schedules to support SLAs
- Preferred Certifications & AI Skills: Copado/Salesforce Admin or Developer certifications and familiarity with modern AI tools, methods, and practices are a strong plus

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