Description

We're Hiring: Technical Support Engineer (Heroku)

About Heroku

Heroku is an AI Platform as a Service (AI PaaS), part of the Salesforce Unified Agentforce Platform — a managed container system built for developing, running, and scaling modern cloud applications. With support for languages like Ruby, Java, Python, Node.js, .NET, Go, and more, Heroku gives developers the freedom to build the way they want.

We power 65M+ apps, process 65B+ routing requests/day, offer 200+ add-on services, and manage 38M+ data stores. We're one of the world's leading PaaS platforms — and we're growing.

The Role

As a Technical Support Engineer, you'll be the go-to expert for our customers — helping them troubleshoot, optimize, and get the most out of the Heroku platform. You'll work cross-functionally with Engineering, Product, and Sales to deliver exceptional support experiences and drive real product impact.

What You'll Do

Serve as the primary point of contact for customer technical issues on the Heroku platform
Troubleshoot complex problems and provide expert guidance on Heroku best practices
Collaborate with Engineering, Product, and Sales teams to resolve issues and improve the product
Build and maintain documentation, knowledge base articles, and troubleshooting guides
Mentor junior support engineers and help grow team capability

Required Qualifications

3+ years of customer-facing technical support experience with cloud platforms (Heroku, AWS, Azure, or GCP)
Proficiency in one or more languages: Ruby, Python, Java, Node.js, or Go
Knowledge of containerization technologies (Docker, Kubernetes)
Strong understanding of web technologies: HTTP, SSL, DNS, REST APIs
Familiarity with web frameworks (Rails, Django) and databases — SQL (PostgreSQL, MySQL) and NoSQL (MongoDB, Redis)
Experience with logging & monitoring tools (Papertrail, Splunk, New Relic)
Familiarity with CI/CD pipelines
Proven experience managing Sev0/Sev1 incidents and coordinating cross-functional responses
Excellent communication skills with a genuine customer-first mindset
Strong analytical and problem-solving skills; ability to identify root causes quickly
Experience mentoring junior team members

Preferred Qualifications

Hands-on experience with Heroku app deployment, configuration, and the runtime environment
Understanding of dyno scaling, performance optimization, and resource management
Familiarity with Heroku add-ons, buildpacks, and environment variables

Additional Information This role operates in a shift-based model, including nights and weekends, and includes a weekend on-call rotation for high-severity incidents. Shifts may change based on business needs.

Shift Timings (in IST):

APAC: 05:30 - 14:30
EMEA: 12:30 - 21:30
AMER-EST: 17:30 - 02:30
AMER-PST: 20:30 - 05:30

*Daylight Savings applicable*