Principal Technical Support Engineer, Heroku
Salesforce
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Job Category
Customer SuccessJob Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
私たちHerokuサポートチームは、クラウドアプリケーションのアーキテクチャーを深く理解し、エンジニアリング主導のアプローチでお客様をサポートしています。もし、あなたがソフトウェアエンジニアで、ウェブアプリケーション、オープンソースプロジェクト及び問題解決に深い興味をお持ちでしたら、このポジションは有力な候補となるでしょう。
私たちのお客様は、数々の魅力的で先進的なウェブアプリケーションを開発し、Heroku上にデプロイしています。そんなお客様の成功の鍵を握るのがHerokuサポートエンジニアです。
Role Responsibilities:
お客様が直面している問題の原因究明と解決
お客様からの問い合わせチケットのモニタリングおよび回答
Herokuプラットフォームに関する技術ドキュメントの執筆
製品開発部門へのフィードバックや社内他チームとのコラボレーション
AMER、EMEA、APACの各チームとの調整や協力
定期的なオンコール業務と緊急問い合わせ対応
プラットフォーム障害時の対顧客コミュニケーション
社内ツールやインタフェースの開発への協力
トレーニングへの積極的な参加
優先順位が日々変化する状況下での着実なマルチタスク
周囲のメンバーと積極的に助け合い、チームとしてのパフォーマンスを最大化する
これらの業務を通じて特定の分野のエキスパートに成長し、グローバルのサポートチーム全体に貢献
Role Requirements:
-
以下のようなテクノロジーに関するフルスタックの知識と経験
ウェブアプリケーション開発言語 (Python/Django, Ruby/Rails, Javascript/NodeJS, Java/Spring Boot, Go, Clojureなど)
リレーショナルデータベース (PostgreSQL やMySQLなど)
NoSQLテクノロジー (memcached、Redis、MongoDBなど)
ウェブアプリケーションにおけるアーキテクチャー、ネットワークおよびセキュリティの一般的な知識 (HTTPS(SSL/TLS)、DNS、CDN、WAF、高可用性など)
ウェブアプリケーションの運用とメンテナンス
問題解決への情熱
技術的なコミュニケーションの能力
自発的に行動し自律する能力
日本語: 流暢な会話および読み書き
英語: ドキュメントの読解、トレーニングの理解、チャットやミーティングでの社内コミュニケーション
Preferred Requirements:
テクニカルサポート業務の経験
エンタープライズアプリケーションの開発・運用の経験
iPaaS, API Management, RPAの知識と経験
韓国語: 会話および読み書き
Principal Technical Support Engineer, Heroku
Heroku takes an engineering-driven approach to support. Our team of support engineers intimately understand cloud application architecture and common issues. If you're a software engineer passionate about web apps, related open source projects, and problem solving, we'd love to hear from you.
Heroku’s customers are deploying some of the coolest and most innovative web applications today and as a Support Engineer you are key to their success.
Role Responsibilities:
Answering customer submitted cases and developing resolutions to the root causes of common customer problems
Monitoring and addressing customer tickets
Updating documentation to help our customers better understand our platform
Providing feedback to our product teams and communicating customer issues with other internal teams
Coordinating and working with our AMER, APAC or EMEA teams during their business hours
Provide periodic on-call support for critical support issues opened by our top customers
Handle customer-facing communication of platform incidents
Assist in development of internal support tools and interfaces
Actively participate in trainings
Prioritizing and multitasking among rapidly changing tasks
Actively help team members and maximize performance as a team
Over time, become an expert in specific product areas to address and champion these issues directly.
Role Requirements:
-
Full-stack knowledge and experience in technologies such as:
Web app development - Python/Django, Ruby/Rails, Javascript/NodeJS, Java/Spring Boot, Go, Clojure
Relational databases such as PostgreSQL or MySQL
NoSQL technologies like memcached, Redis, or MongoDB
General knowledge in web application architecture, network and security - HTTPS(SSL/TLS), DNS, CDN, WAF, High availability
Web app operations and maintenance
Passionate about helping real customers solve real problems
Strong technical communication ability
Motivated self-starter and learner
Japanese: Excellent written and verbal communication skills
English: Ability to understand documents and trainings, internal communication over chat and meetings
Preferred Requirements:
Experience in technical support
Experience in development and operations of enterprise applications
Knowledge and experience with iPaaS, API Management, RPA
Korean: Written and verbal communication
Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
This job is no longer accepting applications
See open jobs at Salesforce .See open jobs similar to "Principal Technical Support Engineer, Heroku" Out for Undergrad.