Platform Support Engineer - India


Are you a software engineer passionate about web apps and related open source projects? Do you get a serious kick out of tracking down hard-to-pinpoint issues and solving problems for customers? If so, we’d like to talk to you about joining our support team at Heroku.

Responsibilities

Heroku takes a heavy engineering driven approach to support. Our team of support engineers intimately understand cloud application architecture and common issues putting them in a unique position to build customer facing diagnostic tools.

While you will be developing and improving our documentation and participating in forums and discussions, you will also be a key person:

  • Building customer facing tools and applications
  • Building and maintaining support's internal tools
  • Developing sample applications
  • Providing feedback to our product teams

Primary Responsibilities

Heroku’s customers are deploying some of the coolest and most innovative web applications today. Your primary responsibility will be supporting them by:

  • Developing resolutions to the root causes of common customer problems.
  • Monitoring and addressing customer tickets to understand common issues.
  • Updating documentation to help our customers better understand our platform.

Additional Responsibilities

  • Periodically, you will be required to be on-call for critical support issues opened by our top customers.
  • Assist in development of internal support tools and interfaces.
  • Handle customer-facing communication of platform incidents.
  • Communicate customer issues to other internal teams.
  • Over time, become an expert in specific product areas to be able to address and champion these issues directly.

Experience

  • You should have experience as a software engineer and/or white-box tester
  • Be passionate about helping real customers solve real problems
  • Have a strong background in web application development using technologies such as

    • Python/Django, Ruby/Rails, Javascript/NodeJS
    • Relational databases such as PostgreSQL or MySQL
    • NoSQL technologies like memcached, Redis, or MongoDB
  • Be a well-organized and effective communicator of technical concepts

Apply for Platform Support Engineer - India You will be taken to the listing on Salesforce’s career site.