Technical Support Engineer (Heroku)

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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 AI Platform as a Service (AI PaaS) part of the Salesforce Unified Agentforce Platform. It is based on a managed container system for building, running, and managing modern apps in the cloud. Our app platform gives 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. Heroku is one of world’s leading PaaS platforms, powering over 65 million apps, processing more than 65 billion routing requests per day, offering 200+ add-on services, and managing over 38 million data stores.

Job 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 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
• 3+ years’ of customer facing technical support experience with cloud platforms, especially Heroku, AWS, Azure, or Google Cloud Platform.
• Experience with programming languages such as Ruby, Python, Java, Node.js, or Go.
• Knowledge of 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 expertise in managing Sev0 and Sev1 incidents, coordinating cross-functional responses, and ensuring timely communication to minimize business impact.
• A customer-centric mindset with excellent communication and interpersonal skills.
• Demonstrated ability to empathize with customers and provide a positive support experience.
• Proven ability to analyze complex technical issues, identify root causes, and implement effective solutions promptly.
• 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 customer facing technical support, 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 and 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.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.