Job Overview
Role: Associate DevOps Support Engineer Location: Bengaluru, Karnataka Experience: 0-2 Years Qualification: B.E/B.Tech Key Skills: DevOps, Salesforce, Technical Support, Troubleshooting, SaaS, APIs, XML, SQL, Git, Version Control
Job Description
The Associate DevOps Support Engineer will serve as the first line of technical contact for Copado users, handling inbound voice calls and understanding customer technical problems. This highly customer-facing role involves initial troubleshooting, resolving straightforward issues, and ensuring complex problems reach the correct internal technical teams. The position requires a blend of technical knowledge in Salesforce, DevOps, SaaS applications, APIs, SQL, XML, and Git, alongside strong communication skills. Engineers are expected to document cases accurately, manage customer expectations, and work towards connecting customers with technical resources within a defined 10-minute SLA.
Roles and Responsibilities
- Customer Interaction: Serve as the first point of contact for inbound customer voice calls; manage support traffic and customer call queues according to applicable agreements; respond rapidly to incoming technical support queries; work toward connecting customers to the correct human technical resource within the defined SLA.
- Technical Troubleshooting: Diagnose and troubleshoot technical issues related to the Copado platform; resolve Level 1 and quick-fix issues independently where possible; provide appropriate technical answers and workarounds; research technical solutions using internal knowledge bases and available documentation.
- Issue Management: Identify complex issues that require escalation; categorize and document technical issues accurately; escalate complex problems to the appropriate Tier 2 or Tier 3 experts; follow up on escalated issues to ensure they remain properly tracked.
- Communication & Experience: Communicate clearly with customers about status and next steps; manage customer expectations throughout the resolution process; maintain a strong customer experience and high CSAT.
Skills and Eligibility Criteria
Educational Background: B.E/B.Tech in Computer Science, Information Technology, or a closely related engineering discipline.
Experience: 0–2 years of experience in Technical Support, DevOps Support, Salesforce Support, or a similar technical role is preferred. Freshers are welcome to apply.
Mandatory Technical Skills:
- Basic understanding of Salesforce platforms
- Basic understanding of DevOps concepts (Continuous Integration, Continuous Delivery, Version Control, Build and deployment processes, Environment management, Application monitoring, Incident management, Release management)
- Familiarity with SaaS applications
- Basic knowledge of APIs and application integrations
- Familiarity with SQL and XML
- Knowledge of Git and version control systems
- Strong analytical and structured problem-solving ability (Troubleshooting process: Understand → Reproduce → Gather Evidence → Isolate → Test → Resolve or Escalate → Document)
- Ability to navigate knowledge bases and research possible solutions
Competencies:
- Excellent written and verbal English communication
- Strong customer-centric mindset
- Willingness to work flexible hours and shifts to support global SLAs