Principal Technical Support Engineer
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Job CategoryCustomer Success
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.
Are you an engineer passionate about web apps? Do you get a serious kick out of tracking down hard-to-pinpoint issues and solving customer problems? If so, we’d like to talk to you about joining our technical support team at Heroku.
Heroku is a cloud Platform as a Service (PaaS) 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 most straightforward path to getting their apps to market.
Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce products.
Debugging, troubleshooting, and ensuring happy customers and resolved cases
Developing and maintaining technical expertise
Maintain a track record of exceptional analytical, troubleshooting, and problem-solving expertise
Explain Salesforce product features and 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
Ability to prioritize tasks and follow through to completion
Creating and curating knowledge content
Bachelor’s/Master’s degree in Computer Science
7+ years of customer-facing technical support experience, at an advanced (L3) level
Knowledge of relational (such as MySQL or PostgreSQL) and non-relational (such as MongoDB, NoSQL, or Redis) databases
Proficiency in database systems architecture, including networking, security, and fault tolerance
Prior experience in collaborating with cross-functional teams like Product and Engineering, and being the customer’s voice to provide feedback and improve the product
Experience in tuning databases for optimal performance, availability, and scalability
Hands-on experience with Linux system administration, such as ways to find a file, checking the utilization of system I/O, measuring network throughput, and navigating large log files
Experience Python, Java, Bash, or NodeJS
Familiarity with distributed systems with an understanding of how organizations deploy and maintain distributed applications and services on the cloud. Experience in analyzing performance bottlenecks and removing points of failure
Experience improving support processes regarding case triage, escalation, and reporting
Good exposure to logging and monitoring tools like Splunk for reporting on performance trending
Experience with Unix/Linux operating systems internals and administration (e.g., filesystems, inodes, system calls, etc.) or networking (e.g., TCP/IP, routing, network topologies, hardware, SDN, etc.)
Experience in driving critical customer situations such as high-impact incidents and production-down issues
Understanding container-based services, including Kubernetes and Docker, is desirable.
Previous experience using source control solutions such as GitHub, BitBucket, or Subversion
In this role, you’ll be expected to participate in an after-hours on-call rotation (including weekends) to support highly critical incidents.
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