DevOps Support Engineer

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human ability to orchestrate business application development in the agentic age, driving digital transformation for 1,500+ innovative brands like Coca-Cola, T-Mobile, and Volkswagen. Our agentic platform unites non-technical admins and pro-code developers, empowering enterprises to scale end-to-end software delivery across multi-cloud environments.

About the role

The Copado Support team innovates, maintains, and delivers the best customer experience to users across all industries. This highly technical support role offers opportunities for rapid advancement and salary adjustment. We seek 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.

Responsibilities

• Manage case queues in accordance with customer agreements
• Answer technical questions, solve technical problems, and suggest appropriate workarounds related to the 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 to ensure high customer satisfaction
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise to help customers
• Contribute to and maintain knowledge base articles, ensuring accuracy and continuous improvement
• Research, document, and escalate cases according to procedure
• Actively participate in job-related training
• 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 articulately, accurately, and persuasively
• Complete assigned project responsibilities

Requirements

• 1-5 years of prior experience in Salesforce
• 1-5 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
• Copado and Salesforce working knowledge and experience
• Familiarity with Git repositories
• Demonstrated analysis, problem-solving, and troubleshooting expertise
• Detailed, organized, and results-oriented
• Flexible schedule: willingness to work nights and weekends as needed
• Ability to effectively prioritize and escalate customer issues as required
• Excellent written and verbal communication skills (English)
• Experience working with remote teams and a global client base
• Comfortable interacting with all levels of management
• Ability to multitask and perform effectively under pressure

Qualifications

• A love for building relationships and a proven track record of using problem-solving and interpersonal skills to achieve success goals
• Copado Admin and Developer Certifications

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness Perks
• Eligible full-time employees may qualify for Copado's equity program

Pay

The pay range for this role is 65,000 - 80,000 USD per year (New Orleans). Ranges reflect On Target Earnings (OTE), encompassing base salary, bonuses, and/or commissions for meeting 100% of set targets.