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Customer SuccessJob Details
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
Are you a support engineer passionate about web apps? Do you get a serious kick out of tracking down hard-to-pinpoint issues and solving customer problems? If so, we’d like to talk to you about joining our technical support team at Heroku.
Heroku is a cloud Platform as a Service (PaaS) part of the Salesforce Platform. Developers use Heroku to deploy, manage, and scale modern apps. Our platform is elegant, flexible, and easy to operate, offering developers the most straightforward path to getting their apps to market.
Job Responsibilities
As a Senior 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.
- Diagnose and troubleshoot complex issues, collaborating with cross-functional teams to find effective solutions.
- Provide expert guidance to customers on best practices for deploying, scaling, and maintaining applications on the Heroku platform.
- Work closely with the engineering and product teams to escalate and advocate for customer needs, contributing to improving Heroku’s 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.
Required Qualifications
- 5+ years’ experience with cloud computing platforms, especially AWS, Azure, or Google Cloud Platform.
- Familiarity with containerization technologies such as Docker and Kubernetes.
- Scripting or programming skills in Python, Ruby, or Node.js.
- Experience with Git and version control systems.
- Knowledge of web servers, application servers, and databases (e.g., PostgreSQL, Redis).
- Familiarity with CI/CD pipelines.
- Experience working with logging and monitoring tools (e.g., Splunk)
- Proven ability to analyze complex technical issues, identify root causes, and implement effective solutions promptly.
- A customer-centric mindset with excellent communication and interpersonal skills. Demonstrated ability to empathize with customers and provide a positive support experience.
- Strong collaboration skills to work effectively with cross-functional teams, including engineering, product management, and other support teams.
- Ability to create and maintain clear and concise documentation to assist customers and internal teams.
- Previous experience in a technical support role, 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.
- 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
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
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