Rippling

Overview

In this dynamic, high-touch role, you will serve as the primary first line of contact for our users, managing incoming voice calls and directing traffic to ensure customers quickly get to the right technical resource.

About Rippling

Copado is the #1 DevOps Platform for Salesforce and the Cloud. We deliver an AI-enabled devops platform to enhance human’s ability to orchestrate business application development in the agentic age to drive digital transformation for 1,500+ of the most innovative brands on the planet — from Coca-Cola to T-Mobile to Volkswagen.

Requirements & Eligibility

• 0–2 years of experience in a Technical Support, DevOps Support, Salesforce Support, or a similar technical role is preferred
• B.Tech/B.E. in Computer Science, Information Technology, or a closely related engineering discipline
• Basic understanding of Salesforce platforms and DevOps concepts
• Familiarity with SaaS applications, APIs, XML, SQL, Git, and version control systems
• Strong analytical and troubleshooting skills with a structured approach to problem-solving
• Excellent written and verbal English communication skills

Key Responsibilities

• Manage Voice Calls & Traffic: Serve as the front line for inbound customer voice calls, directing traffic and managing queues
• Rapid Response Triage: Answer incoming support queries with a strict, high-energy goal to get the customer connected to a human within 10 minutes
• Troubleshoot & Resolve: Use technical knowledge to actively diagnose technical problems, answer questions, and suggest workarounds related to the Copado platform
• Escalate Accurately: Identify, categorize, document, and escalate complex problems to the right internal experts according to procedure
• Own the Customer Experience: Manage expectations and communicate in a way that results in high satisfaction