Iaas/ Paas + AWS+ DevOps+ Python + Shifts - Technical Support Engineer
Core
Primary point of contact for customer technical issues on the Heroku platform, troubleshooting complex problems and providing expert guidance.
Role type
Senior IC Technical Support Engineer (Cloud PaaS)
Builds
Exceptional support experiences and improved product reliability for Heroku customers
Domain
Cloud Infrastructure / Platform as a Service (PaaS)
Deliverable
client delivery
Required skills
Cloud platform support (Heroku, AWS, Azure, GCP), Programming languages (Ruby, Python, Java, Node.js, Go), Containerization (Docker, Kubernetes), Web technologies (HTTP, SSL, DNS, REST APIs), Database management (SQL, NoSQL), Logging & monitoring tools, CI/CD pipelines, Incident management (Sev0/Sev1), Mentoring
Preferred skills
Heroku app deployment and configuration, Dyno scaling and performance optimization, Heroku add-ons and buildpacks
Responsibilities
Troubleshoot complex customer issues, Collaborate with Engineering and Product teams, Build and maintain documentation, Mentor junior support engineers, Manage high-severity incidents
Seniority
Senior, hands-on IC