Senior Director, Technical Support Engineering Heroku



IT, Customer Service, Sales & Business Development
Hyderabad, Telangana, India
Posted on Thursday, May 23, 2024

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Job Category

Customer Success

Job Details

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Job Description
Heroku operates the world’s largest PaaS cloud, continuously delivering millions of apps with 6+ million container deployments, 16+ billion routing requests, and 10+ terabytes of application logs per day. Heroku creates compelling and powerful developer experiences that are delightful to use. Our vision is for developers to focus on their applications and leave operations to us.

This individual will lead Heroku Technical Support, a highly visible and motivated global team with headquarters in Hyderabad, India. Heroku is seeking a proven leader for Heroku’s global support team. This role manages teams of technical support engineers around the world who provide developer-facing support to our customers and partners. This role also manages an engineering team that builds tools used by Heroku technical support. This role reports to Heroku’s CTO.

This leader works on customer escalations and collaborates with Technology, Product, and Sales. This individual champions and drive a high-performance culture within their teams. The ideal candidate possesses extensive Technical Support leadership experience, preferably supporting global developer customers in a cloud software environment and at key customer events. The candidate is expected to be independent, self-motivated, proactive, results-oriented and able to define and provide a high level of customer satisfaction through the delivery of world-class developer support services.

Experience/Skills Required:

  • Ability to effectively work with tight schedules and a fast paced environment
  • Minimum of a Bachelor's degree is mandatory
  • Minimum of 15 - 18 years leading technical support professionals
  • Experience working as a software developer, and clear understanding of ways of working in software engineering
  • Experience with support tools, phone systems, and online self-service support systems
  • Excellent written and verbal communication skills
  • Successful communication and coordination with departments across the organization including Sales, Professional Services, Program Management, Product Management, Engineering, and Business Operations
  • Ability to understand and escalate issues efficiently and appropriately
  • Demonstrate strong work ethic and advanced organizational skills
  • Ability to develop and deliver creative solutions for complex problems
  • Ability to effectively work with tight schedules and a fast paced environment
  • Ability to attract, hire and retain high-performing support professionals
  • Functional or technical knowledge of Heroku platform
  • Functional or technical knowledge of Heroku and Salesforce integration methods

Work hours - We are a 24x5 Support Hub, the candidate needs to be ready to work in any shift available and be ready to change shifts based on business requirements from time to time. This is a 90% in-office role.

Detailed Role & Responsibilities:

  • Embody Salesforce values and provide exemplary leadership
  • Manage support teams to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines
  • Set team goals in alignment with Heroku Support objectives. Assist direct reports in the definition and attainment of individual goals
  • Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers
  • Ensure the delivery of high-quality technical and soft-skills training for direct reports
  • Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed upon performance and employee development goals
  • Hire and coach world class talent and manage performance that allows someone to do the best work of their career and ensures career growth opportunities
  • Effectively represent the Heroku Support team on cross-organizational teams to deliver on organizational objectives
  • Manage workflows and schedules for direct reports and ensure adequate workload coverage
  • Deliver regular reports that provide qualitative and quantitative descriptions of business performance
  • Manage key processes including FAQ analysis, case reviews, and customer feedback analysis
  • Develop and maintain Support procedures and policies.
  • Advocate for customers and define ways to continually add value to the customer experience
  • Serve as a mentor, knowledge resource, and escalation point for support agents. Build credibility and trust within the Support team.
  • Flexible to work shifts on a 24x5 schedule, as required by business needs
  • Work on a shift manager rotation as required by business needs, handling customer escalations and priority issues
  • Take up and deliver on any other responsibilities as assigned from time to time by reporting manager
  • Ability to work with other Heroku leaders and teams across the globe
  • Needs to have an analytical mind with excellent operational skills


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