Customer Experience Engineer

About Hevo

Build technology from India, for the worl

.Role Overvi

a Customer Experience Engineer at He

m.Why do we exis

• t?Every 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

moKey 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

ationIdeal 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