Associate DevOps Support Engineer

About this role

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Skills you'll use

What you'll do

• Call & Traffic Management: Serve as the front line for inbound customer voice calls, directing traffic and managing queues in accordance with customer agreements
• Rapid Response Triage: Answer incoming support queries with a strict, high-energy goal of connecting customers to a human within 10 minutes
• Technical Troubleshooting & Resolution: Use platform knowledge to diagnose technical problems, suggest workarounds, and actively answer Copado platform questions
• Accurate Escalation & Case Documentation: Identify, categorize, and document complex issues to escalate them to the right internal experts according to procedure
• Customer Experience Ownership: Manage customer expectations through empathetic communication that yields high satisfaction and ensures issues are genuinely resolved
• What We're Looking For
• Background & Education: 0-2 years of experience in technical support (Salesforce, DevOps, QA) OR freshers with a B.Tech/B.E. in Computer Science, IT, or a related engineering discipline
• Technical Foundations: Basic understanding of Salesforce platforms, DevOps concepts, and SaaS application environments (APIs, XML, SQL, Git, and version control systems)
• Problem Solving & Multitasking: Strong analytical skills paired with the ability to research solutions, navigate knowledge bases, document cases, and solve problems systematically
• Customer-Centric Mindset: A strong passion for building customer trust through attentive, responsive, and empathetic live support

Who can apply

• Customer-Centric Mindset: A strong passion for building customer trust through attentive, responsive, and empathetic live support
• Phone Etiquette & Spoken English: Exceptional spoken and written English skills with a professional audio presence, active listening ability, and clear step-by-step phone articulation
• Schedule Flexibility: Willingness and full flexibility to work adaptable hours and global shift schedules to support SLAs
• Preferred Certifications & AI Skills: Copado/Salesforce Admin or Developer certifications and familiarity with modern AI tools, methods, and practices are a strong plus

About Copado

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