About the Role

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.

What You'll Do

• Serve as the front line for inbound customer voice calls, directing traffic and managing queues
• Maintain high-energy live support with a goal to connect customers to a human within 10 minutes
• Diagnose technical problems, answer questions, and suggest Copado platform workarounds
• Identify, categorize, document, and escalate complex issues according to procedure
• Manage customer expectations to deliver high satisfaction and resolve root causes

What We're Looking For

• 0–2 years of experience in Technical Support, DevOps Support, or Salesforce Support
• Freshers with a B.Tech/B.E. in Computer Science, IT, or a related engineering field are welcome
• Eligibility for candidates with up to 2 years in Salesforce Admin, Dev, QA, or DevOps roles
• Basic understanding of Salesforce platforms and core DevOps concepts
• Familiarity with SaaS applications, APIs, XML, SQL, Git, and version control systems
• Strong analytical, troubleshooting, and structured problem-solving skills
• Ability to multitask, research solutions, navigate knowledge bases, and document cases
• Excellent written and verbal English communication skills for global teamwork
• Passion for building customer trust through attentive, responsive live support
• Exceptional spoken English, audio presence, active listening, and phone guidance skills
• Flexibility and willingness to work adaptable hours to support global SLAs
• Copado or Salesforce Admin/Developer certifications highly preferred
• Familiarity with AI tools, methods, and practices is a strong plus