Sr. Customer Experience Engineer (JDBC)

As a Senior Customer Experience Engineer at Hevo, you will play a crucial role in ensuring customer satisfaction and enhancing their experience with our product. Hevo Data is a San Francisco/Bangalore-based company with a global presence and a strong customer base across various industries. Backed by investors like Sequoia Capital, Chiratae, and Qualgro, we are focused on enabling companies to become data-driven through our automated data pipelines. Your responsibilities will include taking full ownership of and resolving customer issues within defined SLAs. You will work independently to solve customer problems and collaborate with the Product and Engineering teams when needed. Additionally, you will focus on minimizing escalations and improving the overall customer experience by handling tickets efficiently. In this role, you will also contribute to the effective functioning of the team's systems and processes by following defined procedures and suggesting improvements where necessary. Being a self-starter is essential, as you will be expected to create and maintain SOPs and knowledge base articles, enhance your technical knowledge, and share your expertise with the team. To excel in this position, you should have a strong understanding of cloud technologies, database concepts, and troubleshooting skills. Knowledge of data warehousing, ETL processes, RestAPIs, and webhooks is also important. Proficiency in SQL, Java, or other object-oriented programming languages is required, along with experience in email support operations and mentoring a team. Key elements for success in this role include excellent communication skills, attention to detail, curiosity, customer obsession, problem-solving abilities, and the capacity to research, analyze, and synthesize information effectively. The ideal candidate for this position would have 4-6 years of technical product support experience with a focus on JDBC integration, database administration, and B2B tech product companies. If you are passionate about delivering exceptional customer service, have a technical background, and are eager to contribute to a fast-growing data company, this role at Hevo could be the perfect fit for you. Join us in our mission to empower companies worldwide to leverage data-driven insights and drive business growth.,