DevOps Support Specialist

4 weeks ago


New Orleans, Louisiana, United States Copado Full time
About Copado

Copado is the leading DevOps platform for Salesforce and the cloud. Our platform harnesses the power of native CI/CD and Robotic Testing to drive digital transformation for innovative brands. We unite non-technical admins and pro-code developers on the same system, empowering enterprises to scale end-to-end software delivery across multi-cloud environments.

The impact on your business? Faster releases, fewer production bugs, and increased Salesforce ROI. The impact on your team? Reduced stress and improved work-life balance.

Copado is seeking a talented individual to join our Support team. As a DevOps Support Engineer, you will be responsible for innovating, maintaining, and providing exceptional customer experience and support to our users across all industries. Our users rely on our platform to be highly reliable, secure, and to preserve their customized integrations every time we ship.

Responsibilities
Manage case queues in accordance with customer agreements
Answer technical questions, solve technical problems, and suggest workarounds related to the 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 to result 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 to 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 an articulate, accurate, and persuasive manner
Complete assigned project responsibilities

Qualifications
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 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

Copado 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.

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