About Copado

- Job Summary : - 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.

What Success Looks Like

- Having a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals.
- Documenting solutions and consistently contributing to the internal knowledge base.
- Managing customers' expectations and experiences in a way that results in high customer satisfaction
- Skillfully managing, troubleshooting,



and resolving complex customer service problems.

Qualifications & Experience

- 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.

Non-Negotiables

- Excellent written and verbal communication skills, both in English.
- A flexible schedule with full willingness to work adaptable hours, including shifts to support global SLAs.
- Demonstrated analysis, problem-solving, and troubleshooting expertise.
- Ability to effectively prioritize and escalate customer issues as required.

Additional Skills and Qualities :

- A love for building relationships and having a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals.
- Demonstrated analysis, problem-solving, and troubleshooting expertise.
- Strong willingness to learn and adapt to current DevOps tools and methodologies.
- Experience working with remote teams and a global client base.
- Ability to multitask and perform effectively under pressure.

📌 DevOps Support Engineer (Bengaluru)
🏢 Copado
📍 Bengaluru