Salesforce.com, Inc Heroku Platform Support Engineer in Indianapolis, Indiana
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Job CategoryCustomer Success Group
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
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.
Periodically, you will be required to be on-call for critical support issues opened by our top customers.
Assist in the 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.
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
Relational databases such as PostgreSQL or MySQL
NoSQL technologies like memcached, Redis, or MongoDB
Be a well-organized and effective communicator of technical concepts
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