Senior Technical Support Engineer- Heroku



IT, Customer Service
Hyderabad, Telangana, India
Posted on Monday, July 8, 2024

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Heroku

Heroku is a cloud Platform as a Service (PaaS) part of the Salesforce Platform that enables developers to build, run, and operate applications entirely in the cloud. It supports several programming languages, including Ruby, Java, Node.js, Python, Scala, Clojure, PHP, and Go.

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.

Job Responsibilities
As a Senior Technical Support Engineer for Heroku, you will be crucial in providing top-notch technical support to our customers, ensuring the smooth operations and optimal performance of their applications on the Heroku platform.

  • Act as the primary point of contact for customers, addressing and resolving technical issues related to the Heroku platform.
  • Work closely with other teams, such as engineering, product management, and sales, to address customer issues, provide feedback, and contribute to product improvements.
  • Provide expert-level support to customers, including troubleshooting complex issues, resolving technical problems, and offering guidance on best practices for using Heroku products and services.
  • Create and maintain comprehensive documentation, knowledge base articles, and troubleshooting guides to empower customers and the support team to enhance the overall support experience.
  • Provide guidance and mentorship to junior support engineers, helping them develop their skills and knowledge.

Required Qualifications

  • 5+ years’ experience with cloud computing platforms, especially Heroku, AWS, Azure, or Google Cloud Platform.
  • Experience with programming languages such as Ruby, Python, Java, JavaScript, or Go.
  • Familiarity with containerization technologies such as Docker and Kubernetes.
  • Strong knowledge of web technologies, including HTTP, SSL, DNS, and REST APIs.
  • Knowledge of web frameworks like Rails, and Django.
  • Familiarity with databases, both SQL (PostgreSQL, MySQL) and NoSQL (MongoDB, Redis).
  • Experience working with logging and monitoring tools (e.g., Papertrail, Splunk, New Relic)
  • Familiarity with CI/CD pipelines.
  • Proven ability to analyze complex technical issues, identify root causes, and implement effective solutions promptly.
  • A customer-centric mindset with excellent communication and interpersonal skills. Demonstrated ability to empathize with customers and provide a positive support experience.
  • Strong collaboration skills to work effectively with cross-functional teams, including engineering, product management, and other support teams.
  • Experience in mentoring and training junior team members.
  • Strong verbal and written communication skills, with the ability to explain technical concepts.
  • Ability to create and maintain clear and concise documentation to assist customers and internal teams.
  • Previous experience in technical support or software development, ideally in a cloud computing or platform-as-a-service (PaaS) environment.

Preferred Qualifications

  • In-depth knowledge and hands-on experience with Heroku application deployment and configuration.
  • Proficiency in troubleshooting and resolving issues related to the Heroku runtime environment.
  • Understanding of dyno scaling, application performance optimization, and resource management on Heroku.
  • Familiarity with add-ons, buildpacks, and environment variables on the Heroku platform.

Additional Information

  • This role requires working in shifts, including night shifts.
  • Shifts can change based on business requirements.
  • This role requires being part of a weekend on-call rotation to assist customers with high-severity incidents.


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