salesforce support

Position: DevOps Support Engineer

Location: Remote

• MUST TO HAVE COPADO Experience

Key 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.

Qualifications

● 3-8 years of prior experience in Salesforce and DevOps methodologies

● 3 years of prior experience in Copado

● 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.