Salesforce Devops Engineer

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.

What Success Looks Like

• Having a proven track record of using your incredible problem-solving and interpersonal

skills to achieve success goals.

• Documenting solutions and consistently contributing to the internal knowledge base.
• Driving delivery and customer success for one of the fastest-growing applications in the

Salesforce ecosystem.

• Managing customers' expectations and experiences in a way that results in high

customer satisfaction

• Skillfully managing, troubleshooting, and resolving complex customer service problems.