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Copado is the leading DevOps platform for Salesforce, revolutionizing how large organizations achieve success in their Salesforce deployments. The company is seeking a Senior Support Specialist to join their RAPID Support initiative, which eliminates traditional tiered escalation structures in favor of immediate expert-level assistance.
In this high-impact frontline role, you will serve as a first responder for customer queries, meeting a strict 10-minute SLA to connect live with customers via Google Meet or voice. You will execute all frontline functions of DevOps support—rapid triage, queue management, directing technical traffic, and troubleshooting—but with senior-level technical depth.
Key responsibilities include:
- Acting as the first responder for customer queries, meeting the 10-minute SLA to connect live with human expertise
- Walking case queues on a First-In, First-Out (FIFO) basis, taking immediate ownership to ensure zero backlog
- Leveraging senior-level technical knowledge to troubleshoot, diagnose, and resolve complex issues with Salesforce environments, Copado deployments, CI/CD pipelines, APIs, and version control
- Managing customer expectations with empathy, maintaining continuous engagement on critical issues
- Utilizing Copado Expert AI tools for rapid context preparation and live troubleshooting
- Documenting feedback entries on every case to fuel the AI training flywheel
- Maintaining active follow-up until total resolution is confirmed, ensuring complete satisfaction
The role emphasizes the "Copado Way" customer engagement philosophy, applying the "Rule of 3" (what we are doing now, what we are doing next, and when we will do it) to manage expectations and maintain transparency.
REQUIREMENTS:
- 3+ years of experience in Salesforce Development and Salesforce DevOps or related DevOps experience
- At least 2+ years of DevOps experience with Copado (or direct experience with comparable deployment/packaging tools)
- Mandatory AI Experience: Proven hands-on experience and proficiency with AI tools, AI concepts, and AI-assisted workflows
- Strong technical command of SaaS environments, APIs, XML, SOQL, Git repositories, branching strategies, and hosted version control platforms (GitHub, Azure DevOps, Bitbucket)
- Exceptional spoken and written English communication skills, with outstanding audio/video presence and active listening capabilities for live customer troubleshooting sessions
- Excellent analytical skills, attention to detail, ability to stay calm under pressure, and schedule flexibility to support global customer SLAs as needed
PREFERRED QUALIFICATIONS:
- Copado Fundamentals I and II Certifications; Salesforce Certified Administrator and/or Platform Developer
- Experience working frontline in a fast-paced technical support environment or customer success engineering role
