Copado Hiring Associate DevOps Support Engineer in Bangalore

Copado, the #1 DevOps Platform for Salesforce and the Cloud, is hiring an Associate DevOps Support Engineer. Copado delivers an AI-enabled DevOps platform that enhances the ability to orchestrate business application development in the agentic age, driving digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen. The agentic platform unites non-technical admins and pro-code developers on the same system and empowers enterprises to scale end-to-end software delivery across multi-cloud environments.

In this dynamic, high-touch role, you will serve as the primary first line of contact for users. You will manage incoming voice calls and direct traffic to ensure customers quickly get to the right technical resource. You will handle quick fixes yourself while cleanly routing tougher technical issues, following up relentlessly to ensure every problem gets resolved. This is the ultimate traffic-controller and problem-solver role for a fast-paced DevOps environment.

Key responsibilities include:

• Serve as the front line for inbound customer voice calls, directing traffic and managing queues in accordance with customer agreements
• Answer incoming support queries with a strict, high-energy goal to get the customer connected to a human within 10 minutes
• Actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform
• Identify, categorize, document, and escalate complex problems to the right internal experts according to procedure
• Manage expectations and communicate in a way that results in high satisfaction, ensuring issues are genuinely fixed
• Hit the 10-minute SLA for connecting human-to-human on incoming queries 95%+ of the time
• Resolve Level 1 / Quick Fix tickets independently without escalation
• Seamlessly route complex issues to Tier 2/3 while maintaining customer communication
• Maintain high Customer Satisfaction (CSAT) scores through empathetic and clear voice communication

• 0-2 years of experience in Technical Support, DevOps Support, Salesforce Support, or a similar technical role
• Freshers are welcome to apply, provided they have completed a B.Tech/B.E. in Computer Science, IT, or a closely related engineering discipline
• Candidates with up to 2 years of experience in the Salesforce ecosystem (Salesforce Administration, Development, Support, QA, or DevOps) are also eligible
• Basic understanding of Salesforce platforms and DevOps concepts
• Familiarity with SaaS applications, APIs, XML, SQL, Git, and version control systems
• Strong analytical and troubleshooting skills with a structured approach to problem-solving
• Ability to multitask by researching solutions, navigating knowledge bases, documenting cases, and communicating effectively with customers
• Excellent written and verbal English communication skills with the ability to collaborate with global, distributed teams
• A strong passion for building customer trust through attentive, responsive, and empathetic live support
• Exceptional spoken English with strong active listening skills and the ability to articulate clear, step-by-step instructions over the phone
• Flexible schedule with full willingness to work adaptable hours, including shifts to support global SLAs
• Copado or Salesforce Admin and Developer Certifications are highly preferred
• Experience or familiarity with AI tools, methods, and practices is a strong plus

Note

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