▷ [Urgent] Customer Experience Engineer

Job Description

About Hevo

Hevo (www.hevodata.com) 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 Cult.fit, Postman, ThoughtSpot, Jawa Motorcycles. 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 from India, for the world that is simple to adopt and easy to access so that everyone can unlock the potential of data. Based in San Francisco and Bangalore, Hevo has seen exponential growth since its inception. With total funding of $42 million 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 someone who is passionate about redefining the future of technology, then Hevo is the place for you.

Role Overview

As a Customer Experience Engineer at Hevo, you will take ownership of resolving customer issues, minimizing escalations, and driving a superior customer experience. You will collaborate closely with Product and Engineering teams, follow defined processes, and contribute to improving systems while building knowledge assets for the team.

Why do we exist

- 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 applied
- 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 insights
- If this collection can be automated, it can lead to making business decisions faster, unlocking exponential growth, and delivering a superior experience to customers
- 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, etc
- 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 skills
- Product Demo

Key Responsibilities

- 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