DevOps Support Engineer

About the Role The Copado Support team is responsible for innovating, maintaining, and providing the best customer experience and support to our users across all industries every day. Our users count on our platform to be highly reliable, secure, and to preserve all of their customized integrations every time we ship. This is a highly technical support role with opportunities for rapid advancement. You will drive delivery and customer success for one of the fastest growing applications in the Salesforce ecosystem. What You'll Do Case Management & Technical Troubleshooting: Manage support queues within customer SLAs to diagnose technical problems, suggest workarounds, and troubleshoot complex issues across the Copado platform Customer Experience & Advocacy: Advocate for customer needs, manage expectations to drive high CSAT, and identify potential product/service upsell opportunities Knowledge Sharing & Accuracy: Create knowledge base materials for operational efficiency, review case accuracy, and document/escalate complex issues according to procedures Technical Growth & Training: Develop deep technical expertise in assigned product areas while assisting with the design and delivery of team product and technical training What We're Looking For Core Ecosystem Experience: 2-3 years of experience in Salesforce and DevOps methodologies, 1-3 years in Customer Support/DevOps, and 1-3 years of hands-on Copado experience Technical & DevOps Foundations: Solid understanding of SaaS environments, branching strategies, hosted version control, and development tools (XML, APIs, CLI, SQL, error logs) Communication & Global Shift Flexibility: Excellent written/verbal English communication with full willingness to work adaptable hours and global shifts to support SLAs Problem-Solving & Issue Escalation: Demonstrated analytical and troubleshooting expertise with the ability to effectively prioritize and escalate customer issues Preferred Certifications & Skills: Copado Admin and Developer Certifications, familiarity with programming languages (Node.js, React, Java, or Python), and experience working with global, remote teams About Copado Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.