DevOps Support Engineer

Brief summary of role:

The Copado Support team is responsible for innovating, maintaining, and providing the best customer experience and support to our users across all industries everyday. 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 be doing:

• 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 customer 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
• 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
• Complete assigned projects responsibilities

We are looking for someone with:

• 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
• A love for building relationships and have a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals
• 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 (both in English)
• Experience working with remote teams and a global client base
• Comfortable interacting with all levels of management
• Ability to multi-task and perform effectively under pressure
• Copado Admin and Developer Certifications

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