Customer Experience Engineer

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.