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Posted 9 months ago

Heroku takes an engineering-driven approach to support. Our team of support engineers intimately understand cloud application architecture and common issues. If you're a software engineer passionate about web apps, related open source projects, and problem solving, we'd love to hear from you.

Primary Responsibilities
Heroku’s customers are deploying some of the coolest and most innovative web applications today and as a Support Engineer you are key to their success. You will be supporting them by:

  • Answering customer submitted cases and developing resolutions to the root causes of common customer problems.
  • Monitoring and addressing customer tickets to understand common issues.
  • Updating documentation to help our customers better understand our platform.
  • Providing feedback to our product teams and communicating customer issues with other internal teams
  • Coordinating and working with our AMER, APAC or EMEA teams during their business hours.

Additional Responsibilities

  • Provide periodic on-call support for critical support issues opened by our top customers.
  • Assist in development of internal support tools and interfaces.
  • Handle customer-facing communication of platform incidents.
  • Over time, become an expert in specific product areas to address and champion these issues directly.
Skills & Experience
  • Passionate about helping real customers solve real problems
  • Strong technical communication ability
  • Have at least 3+ years experience with web application development, using technologies such as:
    • Python/Django, Ruby/Rails, Javascript/NodeJS
    • Relational databases such as PostgreSQL or MySQL
    • NoSQL technologies like memcached, Redis, or MongoDB
  • Motivated self-starter and learner
  • Proven to complete tasks with minimal oversight
  • Fluent or Native level Japanese
  • Conversational English



  • お客様の質問への回答及び、お客様の抱えている問題の原因究明と解決を行う。
  • お客様からのチケットのモニター及び対処を行うことで、顧客共通の問題を理解する。
  • ドキュメントをアップデートし、お客様が我々のプラットフォームを理解する手助けを行う。
  • 製品開発部にフィードバックを実施したり、お客様の問題について他のチームとコミュニケーションを実施する。
  • アメリカ、ヨーロッパ、アジアのチームの業務時間の範囲内で、彼らと調整・協力を行いながら業務を行う。


  • 重要顧客からの致命的な問題対応のために、定期的なオンコールサポートを実施する。
  • 内部ツールやインタフェースの開発に協力する。
  • プラットフォーム障害時の対顧客コミュニケーションを指揮する。
  • これらの業務を通じて、将来的には特定の製品分野のエキスパートに成長し、グローバルのサポートチーム全体に貢献する。


  • お客様の問題解決に情熱を持っていること。
  • 優れた技術的なコミュニケーション能力
  • 以下のようなテクノロジーを使った3年以上のウェブアプリケーション開発経験

- Python/Django, Ruby/Rails, Javascript/NodeJS

- PostgreSQL やMySQLなどのリレーショナルデータベース

- memcached, Redis, or MongoDBなどのNoSQLテクノロジー

  • 自発的な行動や学習能力
  • 業務を効率的に実施する能力
  • ビジネスレベルもしくはネイティブレベルの日本語能力
  • 日常会話もしくはビジネスレベルの英語能力

Posting Statement and are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or