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Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
We're Hiring: Technical Support Engineer (Heroku)
About Heroku
Heroku is an AI Platform as a Service (AI PaaS), part of the Salesforce Unified Agentforce Platform — a managed container system built for developing, running, and scaling modern cloud applications. With support for languages like Ruby, Java, Python, Node.js, .NET, Go, and more, Heroku gives developers the freedom to build the way they want.
We power 65M+ apps , process 65B+ routing requests/day , offer 200+ add-on services , and manage 38M+ data stores . We're one of the world's leading PaaS platforms — and we're growing.
The Role
As a Technical Support Engineer , you'll be the go-to expert for our customers — helping them troubleshoot, optimize, and get the most out of the Heroku platform. You'll work cross-functionally with Engineering, Product, and Sales to deliver exceptional support experiences and drive real product impact.
What You'll Do
- Serve as the primary point of contact for customer technical issues on the Heroku platform
- Troubleshoot complex problems and provide expert guidance on Heroku best practices
- Collaborate with Engineering, Product, and Sales teams to resolve issues and improve the product
- Build and maintain documentation, knowledge base articles, and troubleshooting guides
- Mentor junior support engineers and help grow team capability
Required Qualifications
- 3+ years of customer-facing technical support experience with cloud platforms (Heroku, AWS, Azure, or GCP)
- Proficiency in one or more languages: Ruby, Python, Java, Node.js, or Go
- Knowledge of containerization technologies (Docker, Kubernetes)
- Strong understanding of web technologies: HTTP, SSL, DNS, REST APIs
- Familiarity with web frameworks (Rails, Django) and databases — SQL (PostgreSQL, MySQL) and NoSQL (MongoDB, Redis)
- Experience with logging & monitoring tools (Papertrail, Splunk, New Relic)
- Familiarity with CI/CD pipelines
- Proven experience managing Sev0/Sev1 incidents and coordinating cross-functional responses
- Excellent communication skills with a genuine customer-first mindset
- Strong analytical and problem-solving skills; ability to identify root causes quickly
- Experience mentoring junior team members
Preferred Qualifications
- Hands-on experience with Heroku app deployment, configuration, and the runtime environment
- Understanding of dyno scaling, performance optimization, and resource management
- Familiarity with Heroku add-ons, buildpacks, and environment variables
Additional Information
This role operates in a
shift-based model , including nights and weekends, and includes a
weekend on-call rotation for high-severity incidents. Shifts may change based on business needs.
Shift Timings (in IST):
APAC: 05:30 - 14:30
EMEA: 12:30 - 21:30
AMER-EST: 17:30 - 02:30
AMER-PST: 20:30 - 05:30
*Daylight Savings applicable*
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
