Senior Customer Experience Engineer

About this job

Hevo Data builds a no-code data pipeline platform that allows companies to gather data from numerous sources for quick analytics without writing code. Serving thousands of data teams globally, Hevo operates from locations including Bangalore and San Francisco. As a Senior Customer Experience Engineer at Hevo Data in Pune, you will take charge of the customer experience team's toughest and most critical technical problems. On a typical day, you will investigate complex customer issues, diagnose problems using SQL, logs, and database behaviors, and act as a crucial technical link between customers, product teams, and engineering. Beyond handling tickets, you will mentor junior engineers, enhance support processes through AI and automation, and serve as a subject matter expert in JDBC-based integrations.

Responsibilities

• Take ownership of resolving the CX team's most complex and high-impact customer technical issues.
• Act as the technical escalation point for L1 and Associate CXEs to guide troubleshooting.
• Diagnose issues thoroughly using SQL, logs, API responses, and database behavior.
• Partner with Engineering and Product by providing technical context and reproduction steps.
• Drive permanent fixes for recurring issues alongside Engineering and Product teams.
• Drive improvements to support processes, tooling, automation, and AI-assisted workflows.
• Build subject-matter expertise in JDBC integrations, databases, APIs, and data pipelines.
• Mentor Associate CXEs and teammates through technical coaching and knowledge sharing.

Requirements

• Strong grasp of cloud technologies, databases, and end-to-end application troubleshooting.
• Strong SQL skills and hands-on debugging experience across databases and integrations.
• Solid knowledge of JDBC-based integrations and connectivity concepts.
• Working knowledge of data warehousing, ETL, REST APIs, webhooks, and distributed systems.
• Familiarity with Java or another object-oriented programming language.
• Excellent troubleshooting, debugging, research, and problem-solving abilities.
• Solid track record in technical product support, including email-based support operations.
• Strong customer communication skills to explain complex technical issues clearly.

Good to have

• 3–6 years of experience in technical product support, database, or integration support roles.
• 1+ years of hands-on experience troubleshooting JDBC sources or integrations.
• DBA experience with PostgreSQL, MySQL, SQL Server, Oracle, or similar databases.
• Experience supporting B2B SaaS, integration, or data infrastructure products.
• Experience with ETL or data integration platforms.

Who should apply

This role suits experienced technical support professionals with a solid background in database, integration, or B2B SaaS product support. Ideal candidates will possess hands-on expertise in SQL, JDBC integrations, and debugging complex technical systems, along with a passion for mentoring junior team members. Because this is a senior position requiring prior support experience, freshers are not suited for this specific opening.

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