Product Support Manager- Database/ ETL/ Data Warehouse

3 weeks ago

pune, India Hevo Data Full time
About Hevo
Hevo ( ) 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 Shopify, DoorDash, Deliverr, Neo4J, Arhaus, Marqeta, and Postman. 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 that is simple to adopt and easy to access so that everyone can unlock the potential of data.
Headquartered in San Francisco and with offices in India, Hevo has seen exponential growth since its inception. Hevo’s revenue and customer base have expanded by a staggering 3X in just the last two years.
With total funding of $42 Mil 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 passionate about redefining the future of technology, then Hevo is the place for you.
Product Video: you’ll own as a product Support Manager- Database/ ETL/ Data Warehouse at Hevo:
Ensure top-class customer experience
Ensure that the team resolves the tickets within the defined SLAs
Minimize escalations on the issues raised by the customers; become the SPOC (single point of contact) for all escalations for tickets handled by their team
Collaborate with the Product, and Engineering teams as required to ensure tickets are resolved quickly and with quality
Build a culture of quality
Become a role model in the team to demonstrate strong product and technical understanding, and customer empathy
Ensure that the tickets handled by the team are of the highest quality in terms of resolution, and customer satisfaction
Set up systems and processes in the team
Design and set up the operational framework for the team to address enterprise customers in 6 months
Optimize processes to improve the structure of the team - set up the right metrics and dashboards, reduce rework, improve turnaround time to customers, and quality of technical resolution
Build a Knowledge Management system to not only improve the team’s understanding of the issues but also enable self-serve capabilities for the customers
Improve training and onboarding processes in the team to ensure faster ramp-up and ongoing technical upskilling of the team members
Build an A+ Support team
Hire, coach, and Retain A+ Talent as per the capacity plan
Nurture a team of highly skilled engineers by building strong frameworks for 1:1 coaching, performance management, career path framework, and individual development plan
Continuously evaluate the team’s technical skills and work to upskill the team
Create a hiring roadmap and own hiring targets to scale the Support team as business needs grow
Manage self and team’s performance
What you’ll bring to the table
Knowledge and experience working with B2B SaaS products in the data/analytics space
Strong understanding of Cloud Technologies, DB Concepts and SaaS application integration, including technical troubleshooting of these databases/applications
Knowledge of Data Warehousing Concepts, ETL, RestAPIs, Webhooks etc.
Excellent troubleshooting and debugging skills to resolve customer issues in a timely manner and understand customers’ pain points and work with the team to resolve them
Stakeholder management; experience working with senior, business, and technical customer stakeholders
Expertise in SQL, Java or any other Object Oriented Programming Language
Well-versed with Email Support operations and support processes (e.g. escalation, SLA compliance, etc.)
Contribute to the knowledge base by creating and maintaining Technical Documentation (KB/SOP)
Experience in mentoring and managing a team
Strong multi-tasking abilities; able to multitask and prioritize when there are multiple competing items/asks
Strong resilience, i.e. handling tough situations at work, e.g. escalations from customers
Experience in implementing initiatives to align with business objectives and goals
Key elements needed to succeed in this role
Excellent communication and articulation skills
Attention to detail
Curiosity
Customer Obsession and Empathy
Problem Diagnosis
Process and Data-driven approach; provides data-driven coaching
Ideal Candidate Persona
8 + years of experience in technical product support roles with demonstrated success
Work Experience: Should have experience in leading technical Product Support teams (15+ team size) for at least 2 years in Mid-size B2B Tech Product Companies (SaaS preferred), or Large-scale B2B Tech Product companies during the growth stages
Should have experience in a technical, customer-facing role (eg. product support, professional services, etc.) as an IC for 5+ years
Strong technical skills; experience in ETL would be a plus

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