Associate DevOps Support Engineer

The interview process typically involves a technical screening, followed by a technical interview, and finally an HR round. The technical screening assesses the candidate's basic knowledge and skills, while the technical interview evaluates their problem-solving skills and ability to apply their knowledge in real-world scenarios. The HR round focuses on the candidate's fit with the company culture and values.

Copado has a strong focus on innovation, collaboration, and customer satisfaction. The company provides opportunities for growth and development, and employees are encouraged to take ownership of their work and contribute to the company's success. The work culture is dynamic and fast-paced, with a focus on delivering high-quality results and meeting customer expectations.

B.E/B.Tech degree in Computer Science, Information Technology, or a closely related engineering discipline. Candidates with up to 2 years of relevant experience can also apply.

Round 1: Technical screening → Round 2: Technical interview → Round 3: HR (based on company knowledge)

Copado is a DevOps platform for Salesforce and cloud environments. The company's platform supports software delivery and business application development across multi-cloud environments and is used by more than 1,500 brands. Copado's platform brings together capabilities for non-technical administrators and pro-code developers and focuses on improving enterprise software delivery. The Associate DevOps Support Engineer role is positioned within this environment and combines customer support with technical troubleshooting. For candidates starting their careers, this provides exposure to both the technical and customer-facing sides of enterprise SaaS support. The role involves acting as the first line of contact for customers, handling inbound voice calls, resolving Level 1 issues, researching solutions, documenting cases, and routing complex problems to Tier 2 or Tier 3 technical teams. The team aims to connect incoming customers with the appropriate human technical resource within 10 minutes at least 95% of the time. The role also includes defined support targets and requires a combination of technical knowledge and communication skills. A strong candidate must be capable of understanding a technical issue, explaining the next steps clearly, documenting the case correctly, and maintaining customer confidence throughout the support process. The position combines customer-facing technical support, troubleshooting, Salesforce, DevOps concepts, SaaS applications, APIs, SQL, XML, Git, incident escalation, and problem solving. The Associate DevOps Support Engineer will serve as the first line of technical contact for Copado users. The role is highly customer-facing and requires a strong customer-centric mindset. Engineers will handle inbound voice calls, understand the customer's technical problem, perform initial troubleshooting, resolve straightforward issues, and make sure more complicated problems reach the correct internal technical team. The position requires a combination of technical knowledge and communication skills. A strong candidate must be capable of understanding a technical issue, explaining the next steps clearly, documenting the case correctly, and maintaining customer confidence throughout the support process. Key responsibilities include serving as the first point of contact for inbound customer voice calls, managing support traffic and customer call queues according to applicable agreements, responding rapidly to incoming technical support queries, working toward connecting customers to the correct human technical resource within the defined SLA, diagnosing and troubleshooting technical issues related to the Copado platform, resolving Level 1 and quick-fix issues independently where possible, providing appropriate technical answers and workarounds, identifying complex issues that require escalation, categorizing and documenting technical issues accurately, escalating complex problems to the appropriate Tier 2 or Tier 3 experts, researching technical solutions using internal knowledge bases and available documentation, following up on escalated issues to ensure they remain properly tracked, communicating clearly with customers about status and next steps, managing customer expectations throughout the resolution process, and maintaining a strong customer experience and high CSAT.