DevOps Support Engineer

Copado•New Orleans, LA

2d•$65,000 - $80,000•Onsite

About The Position

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 and salary adjustment. Copado seeks a talented, hardworking individual with great energy, leadership, and initiative to drive delivery and customer success for one of the fastest-growing applications in the Salesforce ecosystem. We provide our employees with flexible working environments and competitive benefits in all of our global offices, along with the opportunity to grow with the Company.

Requirements

1-5 years of prior experience in Salesforce
1-5 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, Copado, and Salesforce working knowledge and experience
Familiarity with Git repositories
A love for building relationships and a proven track record of using your incredible problem-solving and interpersonal skills to achieve success goals
Demonstrated analysis, problem-solving, and troubleshooting expertise
Detailed, organized, and results-oriented
Flexible schedule: willingness to work nights and weekends as needed
Ability to effectively prioritize and escalate customer issues as required
Excellent written and verbal communication skills (both in English)
Experience working with remote teams and a global client base.
Comfortable interacting with all levels of management
Ability to multitask and perform effectively under pressure
Copado Admin and Developer Certifications

Responsibilities

Manage case queues in accordance with customer agreements
Answer technical questions, solve technical problems, and suggest appropriate workarounds related to the Copado platform
Understand and advocate for customer needs
Resolve customer service issues and skillfully manage/troubleshoot complex customer service problems
Manage customers' expectations and experience in a way that results in high customer satisfaction
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
Contribute to & maintain knowledge base articles, ensuring accuracy & continuous improvement
Research, document, and escalate cases according to procedure
Actively participate in job-related training
Assist with the design and delivery of product and other technical training
Review support cases for technical and troubleshooting accuracy
Identify product and services up-sell opportunities and describe Copado solutions to customers in a way that is articulate, accurate, and persuasive
Complete assigned project responsibilities