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Heroku Senior Platform Support Engineer

Responsibilities

Heroku takes a developer-first approach to Support. The main objective of a Heroku Support Engineer is to assist a wide range of customers with a combination of deep technical expertise and clear, strong, and empathetic communication.

Heroku offers 24x7 Support across the world. Strong collaboration and communication skills are integral for our interactions with customers and how the global team works together across time zones.

Primary Responsibilities

• Heroku’s customer base comprises every level of software developer that you can imagine, from beginner hobbyists all the way up to large enterprise developers. Your primary responsibility will be supporting them by:
• Assisting customers in troubleshooting their Heroku applications, integrations, and implementations. This involves debugging, troubleshooting, and ensuring issues are fully resolved.
• Researching, documenting, and prioritizing customer issues, leveraging internal tools and escalation teams as necessary, and prioritizing and managing time effectively.
• Understanding the full range of features that make up the Heroku product and how they interact with other Salesforce products.
• Periodic on-call for critical support issues opened by our top customers.
• Creating and updating public-facing documentation to help customers and internal teams more quickly and effectively solve issues.
• Over time, either become an expert in specific product areas to address and champion these issues directly or become comfortable with a broad enough area of the Heroku product to triage tickets and identify the best place for resolution.

• BA/BS degree in a technical field or equivalent experience preferred
• 3+ years of technical work experience in Developer Support and/or cloud-based software engineering
• Working experience with one or more of Heroku supported languages/frameworks (Node.js, Ruby, Java, PHP, Python, Scala, Go, Clojure)
• Working experience of relational (SQL) and/or non-relational (NoSQL, Redis, MongoDB) data stores
• Ability to communicate technical concepts clearly and effectively in written and verbal forms