About the Role
As part of our Copado Way and RAPID Support initiative, we are revolutionizing customer support by eliminating traditional, slow tiered escalation structures. Why should a customer wait through multiple support tiers to get the best help? At Copado, we ask: "Why wait? Let's get you the best, the fastest."

In this high-impact, front-line role, you will serve as a Senior Support Specialist. You will execute all frontline functions of DevOps support — including rapid triage, queue management, directing technical traffic, and troubleshooting — but with senior-level technical depth. You will connect directly with customers live on video/voice within our strict 10-minute SLA, providing immediate, expert-level resolution and ensuring no customer ever sits waiting for technical answers.

What You'll Do
• 10-Minute SLA & Rapid Live Triage: Act as the first responder for customer queries, meeting a strict 10-minute SLA to connect live (via Google Meet/voice) with human expertise right away.
• Frontline Traffic Control & Ownership: Walk case queues on a First-In,



First-Out (FIFO) basis. Take immediate ownership of cases to ensure zero backlog and direct technical traffic efficiently.
• Technical Diagnosis & Problem Solving: Leverage senior-level technical knowledge to troubleshoot, diagnose, and resolve complex issues with Salesforce environments, Copado deployments, CI/CD pipelines, APIs, and version control.
• The Copado Way Customer Engagement: Manage customer expectations with empathy, maintaining continuous engagement on critical issues and adhering to the "Rule of 3" (what we are doing now, what we are doing next, and when we will do it).
• AI-Driven Support & Feedback Loop: Utilize Copado Expert AI tools for rapid context preparation, live troubleshooting, and continuously fuel our AI training flywheel by documenting feedback entries on every case.
• Proactive Follow-Up & Resolution Verification: Maintain active follow-up until total resolution is confir

📌 Senior Support Specialist (Bengaluru)
🏢 Copado
📍 Bengaluru