Senior DevOps Support Engineer
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Key skills for this role
Role Overview
The Senior DevOps Support Engineer is part of the Copado Support team and provides highly technical support to users.
The role focuses on customer success, complex troubleshooting, case resolution, and support-team enablement.
Key Skills for This Role
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About Copado
Copado provides a DevOps platform for Salesforce deployments and supports digital transformation for organizations using Salesforce.
The company focuses on reliable, secure platform operations and customized integrations.
About the Role
The Senior DevOps Support Engineer is part of the Copado Support team and provides highly technical support to users.
The role focuses on customer success, complex troubleshooting, case resolution, and support-team enablement.
What You’ll Do
- Handle Signature, Success+, and Partner case queues according to customer agreements.
- Answer technical questions, solve Copado platform problems, and suggest workarounds.
- Resolve complex customer service issues and manage customer expectations.
- Lead swarming on aged or blocked cases with DevOps Support Engineers.
- Assess investigations before escalation to the development team.
- Maintain investigation user stories and the known-issue lifecycle.
- Conduct enablement sessions and maintain technical expertise in assigned product areas.
- Research, document, and escalate cases according to procedure.
- Review support cases for technical and troubleshooting accuracy.
- Complete assigned projects and participate in job-related training.
What We’re Looking For
- 3–5 years of prior experience with Salesforce.
- 3–5 years of experience with Copado.
- 1–3 years of prior experience in customer support or DevOps.
- Knowledge of SaaS environments and integrated technologies.
- Knowledge of XML, APIs, CLI, SQL, error logs, and other development tools.
- Experience with branching strategies and hosted version control vendors.
- Working knowledge of Copado and Salesforce.
- Familiarity with Git repositories.
- Copado Admin and Developer Certifications.
Success Indicators
Use problem-solving and interpersonal skills to achieve support goals.
Document solutions and contribute consistently to the internal knowledge base.
Manage, troubleshoot, and resolve complex customer service problems.
Drive delivery and customer success for the Copado platform.
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