Associate Customer Experience Engineer

About this job

Hevo Data is a no-code data pipeline platform that helps thousands of data teams worldwide consolidate data from more than 150 sources into data warehouses and lakes without writing code. As an Associate Customer Experience Engineer at Hevo Data in Pune, you will own customer issues end-to-end and ensure high standards of customer satisfaction. A normal day in this role involves investigating technical problems using SQL, logs, and API responses, troubleshooting JDBC-based sources and integrations, and minimizing unnecessary escalations. You will partner closely with the Product and Engineering teams when deeper investigations are required, follow support workflows, utilize AI and automation tools to speed up troubleshooting, and contribute to the team's shared knowledge base to help resolve issues more efficiently.

Responsibilities

• Own customer issues end-to-end and drive them to resolution within SLA timelines.
• Investigate problems by examining SQL, logs, API responses, database behavior, and product documentation.
• Partner with Product and Engineering by sharing technical context and steps to reproduce issues.
• Minimize unnecessary escalations through independent resolution and strong technical knowledge.
• Follow support processes and suggest improvements to reduce manual effort and resolution time.
• Leverage AI-assisted tools and automation for faster and more consistent troubleshooting.
• Contribute to knowledge assets such as SOPs, KB articles, and onboarding materials.
• Support teammates and actively participate in training and knowledge-sharing sessions.

Requirements

• Solid grasp of cloud technologies and core database concepts including database administration basics.
• Hands-on experience troubleshooting databases, applications, or integrations.
• Strong command of SQL.
• Familiarity with data warehousing, ETL, REST APIs, and webhooks.
• Working knowledge of Java or another object-oriented programming language.
• Strong troubleshooting, debugging, research, and problem-solving abilities.
• Background in technical product support, including email-based support.
• Strong written and verbal communication skills with the ability to write technical documentation.

Good to have

• 1 to 3 years of experience in technical product, application, or database support.
• Hands-on experience troubleshooting JDBC-based sources or integrations.
• DBA experience with PostgreSQL, MySQL, SQL Server, Oracle, or similar platforms.
• Background supporting B2B SaaS products or integration platforms.
• Exposure to ETL or data integration platforms.

Who should apply

This role suits candidates with a customer-first mindset and a strong background in technical product or database support. It is ideal for individuals who enjoy solving complex technical puzzles using SQL, logs, and APIs, and who can communicate technical information clearly. Because the preferred qualifications mention 1 to 3 years of experience, this position is best suited for applicants who already possess some prior technical support experience rather than absolute freshers.

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