Iaas/ Paas + AWS+ DevOps+ Python + Shifts - Technical Support Engineer

Salesforce is hiring an Iaas/ Paas + AWS+ DevOps+ Python + Shifts - Technical Support Engineer in India - Hyderabad.

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

Responsibilities

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.

• 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

Requirements

• 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.

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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 t