Technical Support Engineer (Heroku)

• 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 (eg, 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.