Technical Support Engineer (Heroku)

You will play a crucial role as a Technical Support Engineer for Heroku, providing top-notch technical support to customers to ensure smooth operations and optimal performance of their applications on the Heroku platform. Your responsibilities will include: - Acting as the primary point of contact for customers, addressing and resolving technical issues related to the Heroku platform. - Collaborating closely with other teams like engineering, product management, and sales to address customer issues, provide feedback, and contribute to product improvements. - Offering expert-level support to customers by troubleshooting complex issues, resolving technical problems, and providing guidance on best practices for using Heroku products and services. - Creating and maintaining comprehensive documentation, knowledge base articles, and troubleshooting guides to empower customers and the support team to enhance the overall support experience. - Providing guidance and mentorship to junior support engineers to help them develop their skills and knowledge. Qualifications required for this role include: - 3+ years of customer-facing technical support experience with cloud platforms, especially Heroku, AWS, Azure, or Google Cloud Platform. - Experience with programming languages such as Ruby, Python, Java, Node.js, or Go. - Knowledge of containerization technologies like Docker and Kubernetes. - Strong understanding of web technologies, including HTTP, SSL, DNS, and REST APIs. - Familiarity with web frameworks like Rails and Django. - Experience with databases, both SQL (PostgreSQL, MySQL) and NoSQL (MongoDB, Redis). - Familiarity with logging and monitoring tools such as Papertrail, Splunk, and New Relic. - Knowledge of CI/CD pipelines. - Expertise in managing Sev0 and Sev1 incidents, coordinating cross-functional responses, and ensuring timely communication to minimize business impact. - Customer-centric mindset with excellent communication and interpersonal skills. - Ability to empathize with customers and provide a positive support experience. - Strong collaboration skills to work effectively with cross-functional teams. - Experience in mentoring and training junior team members. - Strong verbal and written communication skills and the ability to explain technical concepts clearly. - Capability to create and maintain clear and concise documentation to assist customers and internal teams. - Previous experience in customer-facing technical support, preferably in a cloud computing or platform-as-a-service (PaaS) environment. Preferred qualifications include: - In-depth knowledge and hands-on experience with Heroku application deployment and configuration. - Proficiency in troubleshooting and resolving issues related to the Heroku runtime environment. - Understanding of dyno scaling, application performance optimization, and resource management on Heroku. - Familiarity with add-ons, buildpacks, and environment variables on the Heroku platform. Please note that this role involves working in shifts, including night shifts and weekend shifts, and being part of a weekend on-call rotation to assist customers with high-severity incidents.,