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Principal Technical Support Engineer, Heroku



IT, Customer Service
Tokyo, Japan
Posted on Monday, November 20, 2023

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

Job 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.



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


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