Customer Experience Engineer

About Hevo

Hevo (www.hevodata.com) is a simple, intuitive, and powerful No-code Data Pipeline platform that enables companies to consolidate data from multiple software for faster analytics. Hevo powers data analytics for 2000+ data-driven companies across multiple industry verticals, including Cult.fit, Postman, ThoughtSpot, Jawa Motorcycles. By automating complex data integration tasks, Hevo allows data teams to focus on deriving groundbreaking insights and driving their businesses forward. Hevo's mission is simple but bold: Build technology from India, for the world that is simple to adopt and easy to access so that everyone can unlock the potential of data. Based in San Francisco and Bangalore, Hevo has seen exponential growth since its inception. With total funding of $42 million from Sequoia India, Qualgro, and Chiratae Ventures, Hevo is now entering a new phase of hyper-growth. Hevoites are a bunch of thoughtful, helpful problem solvers who are obsessed with making a difference in the lives of their customers, colleagues, and their own individual trajectory. If you are someone who is passionate about redefining the future of technology, then Hevo is the place for you

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Role Overvi

ewAs a Customer Experience Engineer at Hevo, you will take ownership of resolving customer issues, minimizing escalations, and driving a superior customer experience. You will collaborate closely with Product and Engineering teams, follow defined processes, and contribute to improving systems while building knowledge assets for the tea

m.Why do we exis

• tEvery company today wants to leverage cutting-edge technology Artificial Intelligence, Machine Learning, and Predictive Analytics to make smarter business decisions. Data is the foundational block on top of which these advanced techniques can be applie
• d.However, business users in every company struggle to get access to accurate and reliable data. Data resides fragmented across the 100s of business software that businesses use. A majority of the data operators time is spent manually consolidating data, and too little in deriving insight
• s.If this collection can be automated, it can lead to making business decisions faster, unlocking exponential growth, and delivering a superior experience to customer
• s.At Hevo, our mission is to enable every company to be data-driven. We started on this journey 4 years back and as the first step in this direction, we built our first product Data Pipeline or simply Pipeline
• .Hevo Pipeline is a no-code platform that helps companies to connect all their sources of data within the company to get a unified view of their business. The platform offers integrations with 150+ data sources such as Databases, SaaS applications, Advertising Channels, et
• c.Today, we enable close to 2000 companies across more than 40+ countries to be more data-driven. Our aim is to make the technology so simple that anyone should be able to solve their data problems and not be limited due to their lack of technical skill
• s.Product De

mo
Key Responsibilit

• iesTake full ownership and resolve customer issues within defined SL
• As.Collaborate (and escalate when required) with Product and Engineering teams to get the right level of suppo
• rt.Minimize escalations on self-handled tickets Follow defined processes to ensure compliance, and highlight improvements to reduce rework and improve turnaround ti
• me.Create and maintain SOPs and Knowledge-base articles for the te
• am.Continuously improve technical knowledge and become an expert in the broader JDBC ar
• ea.Contribute to the team by sharing knowledge and mentoring new hir

es.
What we are looking

• forStrong understanding of Cloud Technologies, Database concepts (including DB Administration), and technical troubleshooting of databases/applicati
• ons.Knowledge of Data Warehousing concepts, ETL, REST APIs, Webhooks,
• etc.Knowledge of Java, or any other Object-Oriented Programming Langu
• age.Excellent troubleshooting and debugging skills to resolve issues in a timely man
• ner.Expertise in
• SQLExperience in Email Support operations and Support processes (e.g. escalation, SLA compliance, et
• c.).Ability to create and maintain technical documentation (KB/S
• OP).Experience mentoring a team and enabling gro
• wth.Ability to multitask and handle competing priorities effectiv

ely.
Key elements needed to succeed in this

• roleExcellent communication and articulation s
• killsAttention to d
• etailCuriosity and customer obse
• ssionStrong problem diag
• nosisAbility to research, analyze, and synthesize inform

ation
Ideal Candidate P

• ersona2-4 years of experience in technical product support with a specialization in
• JDBC.1+ years of experience integrating with JDBC sources/applica
• tions.DBA experience in any prominent database (Postgres, MySQL, SQL Server, Oracle) is a
• plus.Experience in technical support at B2B Tech Product Companies (Integration SaaS prefe
• rred).Experience in ETL would be a