DevOps Engineer (Salesforce with Copado)

Role & responsibilities

• Manage case queues in accordance to customer agreements.
• Answer technical questions, solve technical problems, and suggest appropriate

workarounds related to 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.

• Create knowledge base materials dedicated towards operational efficiency.
• Research, document, and escalate cases according to procedure.
• Actively participate in job-related training and 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.

Preferred candidate profile

• 2-3 years of prior experience in Salesforce and DevOps methodologies
• 1-3 years of prior experience in Copado
• 1-3 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.

• Knowledge of Node.js, React, Java, or Python is a plus
• Copado Admin and Developer Certifications.