Senior Support Specialist

What You'll Do: 10-Minute SLA & Rapid Live Triage: Act as the first responder for customer queries, meeting a strict 10-minute SLA to connect live (via Google Meet/voice) with human expertise right away. Frontline Traffic Control & Ownership: Manage case queues FIFO, take ownership of cases to prevent backlog, and direct technical traffic efficiently. Technical Diagnosis & Problem Solving: Use senior-level knowledge to troubleshoot Salesforce environments, Copado deployments, CI/CD pipelines, APIs, and version control. Copado Way Customer Engagement: Manage customer expectations with empathy and follow the Rule of 3. AI-Driven Support & Feedback Loop: Leverage Copado Expert AI tools for rapid context prep, live troubleshooting, and document feedback entries for AI training. Proactive Follow-Up & Resolution Verification: Maintain follow-up until total resolution and customer satisfaction. What We're Looking For: 3+ years of experience in Salesforce Development and Salesforce DevOps or related DevOps experience. At least 2+ years of DevOps experience with Copado. Mandatory AI Experience. Core Technical Proficiency: Salesforce SaaS environments, APIs, XML, SOQL, Git repositories, branching strategies, GitHub, Azure DevOps, Bitbucket. English communication skills with presence for live troubleshooting. Problem-Solving & Work Ethic. Preferred Certifications: Copado Fundamentals I and II, Salesforce Administrator and/or Platform Developer. Prior frontline tech support experience beneficial.