Technical Support Engineer

Responsibilities

• Serve as the primary point of contact for customer technical issues on the Heroku platform
• Troubleshoot complex cloud platform problems and provide expert guidance on best practices
• Collaborate with Engineering, Product, and Sales teams to resolve issues and improve the product
• Build and maintain documentation, knowledge base articles, and troubleshooting guides
• Mentor junior support engineers to help grow team capability
• Manage Sev0/Sev1 incidents and coordinate cross-functional responses

Requirements

• 3+ years of customer-facing technical support experience with cloud platforms (Heroku, AWS, Azure, or GCP)
• Proficiency in one or more languages: Ruby, Python, Java, Node.js, or Go
• Knowledge of containerization technologies such as Docker and Kubernetes
• Strong understanding of web technologies: HTTP, SSL, DNS, and REST APIs
• Familiarity with web frameworks and databases (SQL/PostgreSQL/MySQL and NoSQL/MongoDB/Redis)
• Experience with logging and monitoring tools (e.g., Papertrail, Splunk, New Relic)
• Familiarity with CI/CD pipelines
• Ability to work a shift-based model, including nights, weekends, and on-call rotations

Preferred Qualifications

• Hands-on experience with Heroku app deployment, configuration, and the runtime environment
• Understanding of dyno scaling, performance optimization, and resource management
• Familiarity with Heroku add-ons, buildpacks, and environment variables

About the Company

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Heroku, part of the Salesforce Unified Agentforce Platform, is a leading AI Platform as a Service (PaaS) that powers over 65 million apps, providing developers the freedom to build, run, and scale modern cloud applications.