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Associate DevOps Support Engineer

Copado
Bengaluru, IND
Full-time
Entry
Onsite
Discovered 1 months ago
Technical supportDevOps supportSalesforceIncident triageTroubleshootingSaaS applications

Full Job Posting

About Copado

Copado provides an AI-enabled DevOps platform for Salesforce and cloud environments.

The platform supports end-to-end software delivery across multi-cloud environments for enterprise customers.

Job Summary

Serve as the primary first line of contact for users in a high-touch DevOps support role.

Manage incoming voice calls, resolve quick fixes, route complex technical issues, and follow up until problems are resolved.

Key Responsibilities

  • Manage inbound customer voice calls, support traffic, and queues according to customer agreements.
  • Answer incoming queries with a goal of connecting customers to a human within ten minutes.
  • Diagnose technical problems, answer questions, and suggest Copado platform workarounds.
  • Categorize, document, and escalate complex issues to the appropriate internal experts.
  • Manage customer expectations and communicate clearly to support high satisfaction.

Qualifications and Experience

  • 0–2 years of technical support, DevOps support, Salesforce support, or similar experience is preferred.
  • Freshers may apply if they have completed a B.Tech or B.E. in Computer Science, Information Technology, or a related engineering discipline.
  • Candidates with up to 2 years of experience in a Salesforce ecosystem are eligible.
  • Basic understanding of Salesforce platforms and DevOps concepts.
  • Familiarity with SaaS applications, APIs, XML, SQL, Git, and version control systems.
  • Strong analytical, troubleshooting, documentation, multitasking, and customer communication abilities.
  • Excellent written and verbal English communication skills for global, distributed teams.

Non-Negotiables

  • A customer-centric mindset focused on attentive, responsive, and empathetic live support.
  • Exceptional spoken English, active listening, phone etiquette, and ability to give clear step-by-step instructions.
  • Flexibility to work adaptable hours, including shifts supporting global service-level agreements.

Additional Skills

  • Copado or Salesforce Administrator and Developer certifications are highly preferred.
  • Experience or familiarity with AI tools, methods, and practices is a strong plus.

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