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Job Information, Inc Heroku Platform Support Engineer in Indianapolis, Indiana

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details


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 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

    • 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

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