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Hevo Data is a no-code data pipeline platform that consolidates data from 150+ sources (databases, SaaS applications, cloud storage, SDKs, streaming services) into warehouses and lakes without requiring code. Over 2,000 data teams across 45+ countries use Hevo, including DoorDash, Foot Locker, Arhaus, and Santander. The company is backed by Sequoia Capital, Qualgro, and Chiratae Ventures, with offices in San Francisco and Bangalore.
As an Associate Customer Experience Engineer, you will own customer issues end-to-end, driving them to resolution within SLA timelines while keeping unnecessary escalations to a minimum. You will investigate technical issues by analyzing SQL, logs, API responses, database behavior, and product documentation. You will partner closely with Product and Engineering teams when deeper investigation is needed, sharing relevant technical context and findings.
Key responsibilities include: owning and resolving customer tickets with clear, timely communication; investigating issues using diagnostic tools and technical analysis; looping in specialized teams when appropriate while minimizing escalations; following and refining support workflows; leveraging AI-assisted tools and automation to improve troubleshooting speed and consistency; building technical expertise in JDBC-based sources, databases, APIs, and ETL technologies; contributing to SOPs, knowledge base articles, and onboarding materials; and supporting teammates through training and knowledge-sharing activities.
Success is measured by steady SLA adherence, consistently high-quality resolutions, low and declining avoidable escalation rates, clear and actionable customer communication, meaningful contributions to team documentation and enablement, measurable use of AI and automation, and visible growth in technical troubleshooting capability over time.
REQUIREMENTS:
- Solid grasp of cloud technologies and core database concepts, including database administration basics
- Hands-on experience troubleshooting databases, applications, or integrations
- Strong command of SQL
- Familiarity with data warehousing, ETL, REST APIs, and webhooks
- Working knowledge of Java or another object-oriented programming language
- Sharp troubleshooting, debugging, research, and problem-solving abilities
- Background in technical product support, including email-based support
- Ability to write and maintain clear technical documentation (KBs, SOPs)
- Strong written and verbal communication with attention to detail
- Genuinely curious and customer-first mindset with ability to synthesize technical information
PREFERRED QUALIFICATIONS:
- 1–3 years in technical product support, application support, database support, or similar technical role
- Hands-on experience troubleshooting JDBC-based sources or integrations
- DBA experience with PostgreSQL, MySQL, SQL Server, Oracle, or similar database platform
- Background supporting B2B SaaS products or integration platforms
- Exposure to ETL/data integration platforms
