DevOps Support Engineer

Job Summary In this dynamic, high-touch role, you will serve as the primary first line of contact for our 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. You are the ultimate traffic controller and problem-solver for a fast-paced DevOps environment. Key Responsibilities Manage Voice Calls & Traffic: Serve as the front line for inbound customer voice calls, directing traffic and managing queues in accordance with customer agreements. Rapid Response Triage: Answer incoming support queries with a strict, high-energy goal to get the customer connected to a human within 10 minutes. Troubleshoot & Resolve: Use technical knowledge to actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform. Escalate Accurately: Identify, categorize, document, and escalate complex problems to the right internal experts according to procedure. Own the Customer Experience: Manage expectations and communicate in a way that results in high satisfaction, ensuring issues are genuinely fixed. What Success Looks Like Hitting the 10-minute SLA for connecting human-to-human on incoming queries 95%+ of the time. Successfully resolving Level 1 / Quick Fix tickets independently without escalation. Seamlessly routing complex issues to Tier 2/3 without dropping the ball on customer communication. Maintaining high Customer Satisfaction (CSAT) scores through empathetic and clear voice communication. Qualifications & Experience 0–2 years of experience in a Technical Support, DevOps Support, Salesforce Support, or a similar technical role is preferred. Freshers are welcome to apply, provided they have completed a B.Tech/B.E. in Computer Science, Information Technology, or a closely related engineering discipline. Candidates with up to 2 years of experience in a Salesforce ecosystem (such as Salesforce Administration, Salesforce Development, Salesforce 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 accurately, and communicating effectively with customers. Excellent written and verbal English communication skills, with the ability to collaborate with global, distributed teams. Non-Negotiables Customer-Centric Mindset: A strong passion for building customer trust through attentive, responsive, and empathetic live support. Phone Etiquette & Spoken English: Exceptional spoken English and audio presence, featuring strong active listening skills and the ability to articulate clear, step-by-step instructions over the phone. Schedule Flexibility: A flexible schedule with full willingness to work adaptable hours, including shifts to support global SLAs. Additional Skills and Qualities: Copado or Salesforce Admin and Developer Certifications are highly preferred. Experience or familiarity with AI tools, methods, and practices is considered a strong plus.