Senior Technical Support Engineer

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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.

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.

As a Senior Technical Support Engineer for Heroku, you will play a vital role in delivering outstanding technical support to our customers, ensuring their applications run efficiently and perform successfully on our Heroku platform. 

Job Requirements & Responsibilities:

* Bachelor’s/Master’s degree in Computer Science /Computer Networking
* 4 + years of experience in customer-facing technical support role or similar, handling customer tickets and delivering outstanding customer service!
* Knowledge of relational (such as Amazon Aurora or PostgreSQL) and non-relational (such as MongoDB, NoSQL, or Redis) databases.
* Working knowledge of web technologies, including HTTP, SSL, DNS and REST APIs.
* We will involve you in development and maintenance of detailed documentation, knowledge base articles, and troubleshooting guides to empower both customers and the support team, thereby improving our overall support experience.
* Prior experience in collaborating with multi-functional teams like Product and Engineering, and being the customer’s voice to offer feedback and improve the product
* Experience with Python, Java, Bash, or NodeJS
* Familiarity with distributed systems with an understanding of how organizations deploy and maintain distributed applications and services on the cloud.
* This role requires you to participate in the on-call rotation process. 

Preferred Qualifications:

* Highly prefer someone with PostgreSQL or Amazon Aurora experience. 
* Good exposure to logging and monitoring tools like Splunk and Grafana for reporting on performance trending
* Experience with Unix/Linux operating systems and networking (e.g., TCP/IP, routing, network topologies, VPC etc.)
* In-depth knowledge and hands-on experience with Heroku application deployment and configuration!
* Understanding container-based services, including Kubernetes and Docker, is desirable.
* Previous experience using source control solutions such as GitHub, Bitbucket, or Subversion

If you are curious and eager to learn, we highly encourage you to apply even if you don’t meet all of the requirements. This is an equal opportunity role available to all genders and abilities.

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