Senior DevOps Support Engineer

Job Summary

The 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

Key Responsibilities

• Handle Signature, Success+, and Partner case queues in accordance with 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.
• Lead the swarming - Connect with DevOps Support Engineers on aged/blocked cases and provide your consultancy to effectively resolve the case.
• Assess the investigations created by DevOps Support Engineers before they are sent to the dev team for review.
• Maintain the investigation user story and known issue lifecycle.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help DevOps Support Engineers and customers.
• Regularly conduct enablement sessions for DevOps Support Engineers.
• Research, document, and escalate cases according to procedure.
• Actively participate in job-related training.
• Review support cases for technical and troubleshooting accuracy.
• Complete assigned project responsibilities.

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.
• Driving delivery and customer success for one of the fastest-growing applications in the Salesforce ecosystem.
• 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

• 3-5 years of prior experience in Salesforce.
• 3-5 years of 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, Copado and Salesforce working knowledge and experience.
• Familiarity with Git repositories.
• Copado Admin and Developer Certifications.