Associate Customer Experience Engineer

Job description

## **About Hevo** Hevo Data is a no-code data pipeline platform that helps companies consolidate data from multiple sources for faster analytics. Our fully managed pipelines let data teams move data from 150+ sources (databases, SaaS applications, cloud storage, SDKs, streaming services) into warehouses and lakes, all without writing code. Over 2,000 data teams in 45+ countries use Hevo, including DoorDash, Foot Locker, Arhaus, and Santander. We’re top-rated in the G2 Data Pipeline category, backed by Sequoia Capital, Qualgro, and Chiratae Ventures, and operate out of San Francisco and Bangalore. ## **Role Summary** An Associate Customer Experience Engineer owns customer issues end-to-end, keeps unnecessary escalations to a minimum, and ensures every interaction reflects a high standard of customer experience. This role centers on troubleshooting JDBC-based sources and integrations, partnering closely with Product and Engineering whenever an issue calls for deeper investigation. The role calls for building solid technical depth over time, following and refining support workflows, putting AI and automation to good use, and adding to the team's shared knowledge so issues get resolved faster and more consistently across the board. ## **Key Responsibilities** - Own customer issues and drive them to resolution within SLA timelines, combining structured investigation with clear, timely updates to the customer. - Investigate issues by digging into SQL, logs, API responses, database behavior, product documentation, and other diagnostic tools available. - Loop in Product and Engineering as needed, sharing the relevant technical context, investigation findings, and steps to reproduce the issue. - Keep unnecessary escalations to a minimum by building strong product and technical knowledge and resolving issues independently wherever possible. - Follow established support processes and flag improvements that cut down on rework, manual effort, and resolution time. - Use AI-assisted tools, automation, and diagnostic capabilities to make troubleshooting faster and more consistent. - Build deeper technical expertise in JDBC-based sources and integrations, along with databases, APIs, ETL, and related technologies. - Add to SOPs, KB articles, onboarding material, and other knowledge assets the wider team relies on. - Support teammates when needed and take an active part in team training, enablement, and knowledge-sharing activities. ## **What Success Looks Like** - Steady SLA adherence combined with consistently high-quality resolutions on owned tickets. - A growing ability to resolve technically complex issues without outside help. - An avoidable escalation rate that stays low and keeps trending downward. - Customer communication that is clear, accurate, and easy to act on. - Meaningful, ongoing contributions to SOPs, KBs, and broader team enablement. - Real, measurable use of AI and automation to cut down on manual effort and resolution time. - Visible growth in technical depth and troubleshooting capability over time. ## **Required Skills & Experience** - Solid grasp of cloud technologies and core database concepts, including the basics of database administration. - 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. - Sharp troubleshooting, debugging, research, and problem-solving abilities. - Background in technical product support, including email-based support. - Able to write and maintain clear technical documentation such as KBs and SOPs. - Strong written and verbal communication with a sharp eye for detail. - Genuinely curious and customer-first, with the ability to break down and synthesize technical information effectively. ## **Preferred Qualifications** - 1–3 years in technical product support, application support, database support, or a similar technical role. - Hands-on experience troubleshooting JDBC-based sources or integrations. - DBA experience with PostgreSQL, MySQL, SQL Server, Oracle, or a similar database platform. - Background supporting B2B SaaS products or integration platforms. - Exposure to ETL/data integration platforms.