Cloud Support Engineer

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Job Category

Customer Success Group

Job Details

About Salesforce

We’re Salesforce, the Customer Company. If you believe in bringing companies and customers together, in business as the greatest platform for change, in creating a more equitable and sustainable future for all – well, you’re in the right place. Through our #1 CRM, Customer 360, we help companies blaze new trails and connect with their customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and growth, charting new paths, and improving the state of the world.

Are you a support engineer passionate about web apps? 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 technical support team at Heroku.

Heroku is a container-based cloud Platform as a Service (PaaS) and is part of the Salesforce Platform. Developers use Heroku to deploy, manage, and scale modern apps. Our platform is elegant, flexible, and easy to use, offering developers the simplest path to getting their apps to market.

Job Responsibilities

• Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products. This involves debugging, troubleshooting, and ensuring issues are fully resolved
• Developing and maintaining technical expertise in assigned areas of product functionality
• Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise
• Providing feature explanation and Salesforce coding best practices
• Managing customer expectations and the customer experience to maximize customer satisfaction
• Actively maintaining and participating in job-related training activities
• Demonstrating the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment
• Multitasking and performing effectively under pressure
• Creating and curating knowledge content

Requirements

• 3+ years of technical support experience in a SaaS/enterprise software company required
• 3+ years of Software/Web Application development experience desired
• Understanding of typical issues associated with cloud-deployed applications (scaling, performance, tuning, etc)
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Expertise in one or more of Heroku-supported languages - Node, Ruby, Java, Python, Go, Scala, Clojure, PHP
• Understand Relational (SQL) and Non-relational (NoSQL, Redis, MongoDB) datastore principles and common issues
• Some knowledge or previous experience working with Heroku or any other PaaS is desired

Job-specific

• This role might involve working in a non-standard week, meaning, though we have a 5-day work week, weekly offs might not necessarily be on Saturday and Sunday. Weekly offs can be on any other day of the week, that is, Monday-Tuesday, Wednesday-Thursday, etc
• This role involves shift-based work, primarily covering AMER business hours, Eastern and Pacific timezones. Shifts can change based on business requirements and can rotate to APAC or EMEA business hours if needed
• Shift timings
  • APAC - 5.30 am to 2.30 pm IST / 6.30 pm to 3.30 pm IST
  • EMEA - 12.30 pm to 9.30 pm IST / 1.30 pm to 10.30 pm IST
  • EST - 5.30 pm to 2.30 am IST / 6.30 pm to 3.30 am IST
  • PST - 8.30 am to 5.30 am IST / 9.30 pm to 6.30 am IST
• This role involves being part of an after-hours on-call rotation to attend to customer emergencies and incidents. The on-call rotation includes weekdays and weekends after-hours work

Accommodations

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