Customer Experience Engineer

Hevo Technologies

2 - 4 years

6 - 9 Lacs

pune

Posted:1 day ago| Platform:

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Skills Required

san mysql debugging jdbc troubleshooting oracle technical support product support sql technical documentation

Work Mode

Work from Office

Job Type

Full Time

Job Description

Take full ownership and resolve customer issues within defined SLAs.
Collaborate (and escalate when required) with Product and Engineering teams to get the right level of support.
Minimize escalations on self-handled tickets Follow defined processes to ensure compliance, and highlight improvements to reduce rework and improve turnaround time.
Create and maintain SOPs and Knowledge-base articles for the team.
Continuously improve technical knowledge and become an expert in the broader JDBC area.
Contribute to the team by sharing knowledge and mentoring new hires.

What we are looking for

Strong understanding of Cloud Technologies, Database concepts (including DB Administration), and technical troubleshooting of databases/applications.
Knowledge of Data Warehousing concepts, ETL, REST APIs, Webhooks, etc.
Knowledge of Java, or any other Object-Oriented Programming Language.
Excellent troubleshooting and debugging skills to resolve issues in a timely manner.
Expertise in SQL
Experience in Email Support operations and Support processes (e.g. escalation, SLA compliance, etc.).
Ability to create and maintain technical documentation (KB/SOP).
Experience mentoring a team and enabling growth.
Ability to multitask and handle competing priorities effectively.

Key elements needed to succeed in this role

Excellent communication and articulation skills
Attention to detail
Curiosity and customer obsession
Strong problem diagnosis
Ability to research, analyze, and synthesize information

Ideal Candidate Persona

2-4 years of experience in technical product support with a specialization in JDBC.
1+ years of experience integrating with JDBC sources/applications.
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 preferred).
Experience in ETL would be a plus.

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