Description
About Heroku
Heroku is a Platform as a Service (PaaS) offering by Salesforce. It is based on a managed container system for building, running, and managing modern apps in the cloud. Our platform provides users the flexibility to use their preferred language or framework, as well as popular architectural patterns like microservices. It supports several programming languages, including Ruby, Java, Node.js, Python, .NET, Scala, Clojure, PHP, and Go. Additionally, Heroku allows Salesforce SaaS customers to extend the functionalities with custom built solutions by integrating and syncing data between Heroku and other Salesforce SaaS products. Heroku is one of world’s well known PaaS offering and has been around for more than a decade, offering the developers the simplest path to getting their web applications to the market.
Job Category
Customer Success Group
Who We’re Looking For
Are you a Technical Support Engineer passionate about web applications and cloud platforms? Do you enjoy troubleshooting issues and helping customers succeed? If so, we’d love to talk to you about joining the Heroku technical support team.
This role is ideal for engineers with experience in technical and/or production support environments who are comfortable debugging issues across cross-functional platform layers.
Key Responsibilities
As a 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 simple to complex technical issues related to the Heroku platform, and offering guidance on best practices for using Heroku products and services..
- Work closely with other teams, such as engineering, product management, and sales, to address customer issues, provide feedback, and contribute to product improvements.
- Create and maintain documentation, knowledge base articles, and troubleshooting guides to empower customers and the support team to enhance the overall support experience.
- Effectively communicate with customers via email-based support tool as well as customer conference calls to help them understand and resolve their issues.
Required Qualifications
- 5+ years of customer facing technical support experience with cloud platforms.
- Familiarity with programming languages such as Ruby, Python, Java, Node.js, or Go, and web-frameworks like Rails, and Django.
- Knowledge of containerization technologies such as Docker and Kubernetes.
- Familiarity with databases and data services like PostgreSQL, Redis, and/or Kafka.
- Experience working with logging and monitoring tools (e.g., Papertrail, Splunk, New Relic)
- Familiarity with CI/CD pipelines.
- Understanding of networking concepts like DNS, SSL, HTTP/HTTPS, and IP addresses & ports.
- Ability to manage severity-based customer cases, coordinating cross-functional responses, and ensuring timely communication to minimise business impact.
- A customer-centric mindset with excellent communication and interpersonal skills.
- Demonstrated ability to empathise with customers and provide a positive support experience.
- Collaboration skills to work effectively with cross-functional teams, including engineering, product management, and other support teams.
- Bachelor’s degree or equivalent experience.
Preferred Qualifications
- Hands-on experience with popular cloud platforms like Heroku, AWS, Azure, or Google Cloud Platform and/or web-frameworks like Rails, and Django.
- Strong understanding and troubleshooting abilities with PostgreSQL, Redis, and Kafka.
- Proven ability to analyse complex technical issues, identify root causes, and deliver effective solutions promptly to customers.
- Strong verbal and written communication skills, with the ability to explain technical concepts.
Additional Information
- This role requires working in shifts, including night shifts and/or weekend 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.
Shift Timings (in IST):
- APAC: 05:30 - 14:30
- EMEA: 12:30 - 21:30
- AMER-EST: 17:30 - 02:30
- AMER-PST: 20:30 - 05:30
*Daylight Savings applicable*