Senior Support Specialist

About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

About the Role

As part of our Copado Way and RAPID Support initiative, we are revolutionizing customer support by eliminating traditional, slow tiered escalation structures. Why should a customer wait through multiple support tiers to get the best help? At Copado, we ask: "Why wait? Let's get you the best, the fastest."

In this high-impact, front-line role, you will serve as a Senior Support Specialist. You will execute all frontline functions of DevOps support - including rapid triage, queue management, directing technical traffic, and troubleshooting - but with senior-level technical depth. You will connect directly with customers live on video/voice within our strict 10-minute SLA, providing immediate, expert-level resolution and ensuring no customer ever sits waiting for technical answers.

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: Walk case queues on a First-In, First-Out (FIFO) basis. Take immediate ownership of cases to ensure zero backlog and direct technical traffic efficiently.
• Technical Diagnosis & Problem Solving: Leverage senior-level technical knowledge to troubleshoot, diagnose, and resolve complex issues with Salesforce environments, Copado deployments, CI/CD pipelines, APIs, and version control.
• The Copado Way Customer Engagement: Manage customer expectations with empathy, maintaining continuous engagement on critical issues and adhering to the "Rule of 3" (what we are doing now, what we are doing next, and when we will do it).
• AI-Driven Support & Feedback Loop: Utilize Copado Expert AI tools for rapid context preparation, live troubleshooting, and continuously fuel our AI training flywheel by documenting feedback entries on every case.
• Proactive Follow-Up & Resolution Verification: Maintain active follow-up until total resolution is confirmed, ensuring complete satisfaction and zero churn.

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 (or direct experience with comparable deployment/packaging tools).
• Mandatory AI Experience: Proven hands-on experience and proficiency with AI tools, AI concepts, and AI-assisted workflows.
• Core Technical Proficiency: Strong technical command of SaaS environments, APIs, XML, SOQL, Git repositories, branching strategies, and hosted version control platforms (GitHub, Azure DevOps, Bitbucket).
• Communication & Presence: Exceptional spoken and written English communication skills, with outstanding audio/video presence and active listening capabilities for live customer troubleshooting sessions.
• Problem-Solving & Work Ethic: Excellent analytical skills, attention to detail, ability to stay calm under pressure, and schedule flexibility to support global customer SLAs as needed.

Preferred Qualifications

• Certifications: Copado Fundamentals I and II Certifications; Salesforce Certified Administrator and/or Platform Developer.
• Support Background: Experience working frontline in a fast-paced technical support environment or customer success engineering role.