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Copado is the #1 DevOps Platform for Salesforce and the Cloud, serving 1,500+ innovative brands including Coca-Cola, T-Mobile, and Volkswagen. The company delivers an AI-enabled DevOps platform that unites non-technical admins and pro-code developers to orchestrate business application development and drive digital transformation across multi-cloud environments.
The Support team is responsible for innovating, maintaining, and delivering exceptional customer experience to users across all industries. This is a highly technical support role with opportunities for rapid advancement, where you will drive delivery and customer success for one of the fastest-growing applications in the Salesforce ecosystem.
Key Responsibilities:
- Manage case queues in accordance with customer agreements and SLAs
- Answer technical questions, solve technical problems, and suggest appropriate workarounds related to the Copado platform
- Understand and advocate for customer needs while managing expectations to achieve high satisfaction
- Resolve complex customer service issues through skillful troubleshooting and problem-solving
- Develop and maintain technical expertise in assigned areas of product functionality
- Create knowledge base materials to support operational efficiency
- Research, document, and escalate cases according to procedure
- Actively participate in job-related training and assist with product and technical training delivery
- Review support cases for technical and troubleshooting accuracy
- Identify product and service upsell opportunities and articulate Copado solutions persuasively to customers
Success in this role means having a proven track record of using problem-solving and interpersonal skills to achieve goals, consistently documenting solutions and contributing to the internal knowledge base, and skillfully managing complex customer issues while driving delivery for a fast-growing Salesforce ecosystem application.
Requirements:
- 2-3 years of prior experience in Salesforce and DevOps methodologies
- 1-3 years of prior 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
- Knowledge of Node.js, React, Java, or Python is a plus
- Copado Admin and Developer Certifications preferred
- Excellent written and verbal communication skills in English (non-negotiable)
- Flexible schedule with full willingness to work adaptable hours, including shifts to support global SLAs (non-negotiable)
- Demonstrated analysis, problem-solving, and troubleshooting expertise (non-negotiable)
- Ability to effectively prioritize and escalate customer issues as required (non-negotiable)
- Strong willingness to learn and adapt to new DevOps tools and methodologies
- Experience working with remote teams and a global client base
- Ability to multitask and perform effectively under pressure
