Associate DevOps Support Engineer

About Copado

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human’s ability to orchestrate business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet - from Coca-Cola to T-Mobile to Volkswagen. Our agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments. We operate in a dynamic and competitive industry and our consistent growth reflects our continued commitment to innovation and customer success.

Job Summary

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.

Key Responsibilities

Manage Voice Calls & Traffic: 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 to get the customer connected to a human within 10 minutes.

Troubleshoot & Resolve: Use technical knowledge to actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform.

Escalate Accurately: Identify, categorize, document, and escalate complex problems to the right internal experts according to procedure.

Own the Customer Experience: Manage expectations and communicate in a way that results in high satisfaction, ensuring issues are genuinely fixed.

What Success Looks Like

Hitting the 10-minute SLA for connecting human-to-human on incoming queries 95%+ of the time.

Successfully resolving Level 1 / Quick Fix tickets independently without escalation.

Seamlessly routing complex issues to Tier 2/3 without dropping the ball on customer communication.

Maintaining high Customer Satisfaction (CSAT) scores through empathetic and clear voice communication.

Qualifications & Experience

Foundational knowledge of Salesforce platforms and DevOps methodologies.

Familiarity with SaaS environments, APIs, XML, SQL, Git, and hosted version control systems.

Strong technical diagnostic and analytical skills with a structured approach to troubleshooting problems.

Proven ability to multitask - navigating knowledge bases, searching solutions, and logging accurate case notes while keeping callers engaged.

Excellent written and verbal English communication skills, with experience collaborating alongside global, remote teams.

Non-Negotiables

Customer-Centric Mindset: A strong passion for building customer trust through attentive, responsive, and empathetic live support.

Phone Etiquette & Spoken English: Exceptional spoken English and audio presence, featuring strong active listening skills and the ability to articulate clear, step-by-step instructions over the phone.

Schedule Flexibility: A flexible schedule with full willingness to work adaptable hours, including shifts to support global SLAs.

Additional Skills and Qualities:

Copado or Salesforce Admin and Developer Certifications are highly preferred.

Experience or familiarity with AI tools, methods, and practices is considered a strong plus.