Information Technology
Full-Time
griddable.io
Overview
Description
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.
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.
- 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.
- 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.
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