DevOps Support Engineer

About CopadoCopado 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 RoleThe Copado Support team is responsible for innovating, maintaining, and providing the best customer experience and support to our users across all industries every day. Our users count on our platform to be highly reliable, secure, and to preserve all of their customized integrations every time we ship. This is a highly technical support role with opportunities for rapid advancement and salary adjustment.Copado seeks 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. We provide our employees with flexible working environments and competitive benefits in all of our global offices, along with the opportunity to grow with the Company.What You'll DoManage case queues in accordance with customer agreementsAnswer technical questions, solve technical problems, and suggest appropriate workarounds related to the Copado platformUnderstand and advocate for customer needsResolve customer service issues and skillfully manage/troubleshoot complex customer service problemsManage customers' expectations and experience in a way that results in high customer satisfactionDevelop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customersContribute to & maintain knowledge base articles, ensuring accuracy & continuous improvementResearch, document, and escalate cases according to procedureActively participate in job-related trainingAssist with the design and delivery of product and other technical trainingReview support cases for technical and troubleshooting accuracyIdentify product and services up-sell opportunities and describe Copado solutions to customers in a way that is articulate, accurate, and persuasiveComplete assigned project responsibilitiesWhat We're Looking For1-5 years of prior experience in Salesforce1-5 years of prior experience in Customer Support or DevOpsKnowledge of SaaS environments and Integrated TechnologiesKnowledge 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 experienceFamiliarity with Git repositoriesA love for building relationships and a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goalsDemonstrated analysis, problem-solving, and troubleshooting expertiseDetailed, organized, and results-orientedFlexible schedule: willingness to work nights and weekends as neededAbility to effectively prioritize and escalate customer issues as requiredExcellent written and verbal communication skills (both in English)Experience working with remote teams and a global client base.Comfortable interacting with all levels of managementAbility to multitask and perform effectively under pressureCopado Admin and Developer CertificationsBenefitsCopado offers a comprehensive benefits package, which includes:Competitive salary and performance-based bonusesComprehensive health, dental, and vision insurance401(k) PlanPaid Time OffWellness PerksCopado is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.Compensation for this role will vary based on several factors, including the candidate's qualifications, skills, competencies, and experience. Pay ranges are not necessarily representative of starting salaries for all locations. In addition to our outstanding benefits package, eligible full-time employees may also qualify for Copado's equity program. Copado's pay ranges reflect On Target Earnings (OTE), which encompasses base salary, bonuses, and/or commissions for meeting 100% of set targets.#LI-Onsite