Jump to content

COMPLETE Senior/ Principal Technical Support Engineer - Heroku

8 days ago


 Share

Job Opportunity Details

Type

Full Time

Salary

Not Telling

Work from home

No

Weekly Working Hours

Not Telling

Positions

Not Telling

Working Location

Washington - Bellevue, Washington - Bellevue, United States   [ View map ]

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.

We’re Salesforce, the Customer Company, encouraging 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 supervising 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, lead, and scale modern apps. Our platform is sophisticated, flexible, and easy to use, offering developers the most straightforward path to getting their apps to market.

Job Responsibilities

  • Assisting customers in solving their custom code, integration, and implementation of Salesforce products.

  • Debugging, fixing, and ensuring happy customers and resolved cases

  • Developing and maintaining technical expertise

  • Maintain a track record of outstanding analytical, solving, and problem-solving expertise

  • Explain Salesforce product features and coding standard processes

  • Leading customer expectations and the customer experience to increase customer satisfaction

  • Actively maintaining and participating in job-related training activities

  • Demonstrating the ability to research, document, and prioritize customer issues, demonstrating internal tools and escalation teams as vital, as well as prioritizing and managing time successfully in a fast-paced environment

  • Ability to prioritize tasks and follow through to completion

  • Creating and curating knowledge content

Requirements

  • Bachelor’s/Master’s degree in Computer Science

  • 7+ years of customer-facing technical support experience, at a sophisticated (L3) level

  • 5+ years working in or for an enterprise software ecosystem

  • 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

Preferred

  • 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

Job-specific

  • In this role, you’ll be expected to participate in an after-hours on-call rotation (including weekends) to support highly critical incidents.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.

For Colorado-based roles, the base salary hiring range for this position is $93,100 to $128,100.

For Washington-based roles, the base salary hiring range for this position is $102,500 to $140,900.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.

More Information

Application Details

  • Organization Details
    Salesforce United States of America
 Share


User Feedback

Recommended Comments

There are no comments to display.

Join the conversation

You are posting as a guest. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.

Guest
Add a comment...

×   Pasted as rich text.   Paste as plain text instead

  Only 75 emoji are allowed.

×   Your link has been automatically embedded.   Display as a link instead

×   Your previous content has been restored.   Clear editor

×   You cannot paste images directly. Upload or insert images from URL.

Loading...
×
×
  • Create New...