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Hevo Data is a no-code data pipeline platform that consolidates data from 150+ sources 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.
The Senior Customer Experience Engineer owns the CX team's most complex, ambiguous, and high-impact customer issues, leading technical investigations to resolution while maintaining clear customer communication. This role serves as the technical bridge between customers, CX, Product, and Engineering teams.
Key responsibilities include:
- Owning complex, ambiguous, and high-impact customer issues from investigation through resolution with proactive communication
- Acting as the technical escalation point for L1 and Associate CXEs, providing troubleshooting guidance and reducing unnecessary Engineering escalations
- Diagnosing issues using SQL, logs, API responses, database behavior, and product internals
- Partnering with Engineering and Product on complex issues by providing technical context, reproduction steps, and investigation findings
- Identifying recurring issues and driving permanent fixes rather than repeated patches
- Participating in and leading customer-impacting incidents and high-priority escalations
- Driving improvements to support processes, tooling, automation, and AI-assisted workflows
- Building technical depth in JDBC integrations, databases, APIs, and data pipelines as the team's subject-matter expert
- Mentoring Associate CXEs through case reviews, technical coaching, and knowledge sharing
- Owning and improving technical documentation, SOPs, KBs, and enablement materials
Success is measured by consistent ownership and resolution of complex technical issues, low avoidable escalation rates, fewer recurring issues, visible improvements through process and tooling initiatives, demonstrated mentoring impact, effective collaboration with Engineering and Product, and strong incident ownership.
REQUIREMENTS:
- Strong grasp of cloud technologies, databases, and integrations with hands-on end-to-end troubleshooting experience
- Strong SQL skills and hands-on debugging experience across databases, applications, and integrations
- Solid knowledge of JDBC-based integrations and connectivity concepts
- Working knowledge of data warehousing, ETL, REST APIs, webhooks, and distributed systems fundamentals
- Familiarity with Java or another object-oriented programming language
- Excellent troubleshooting, debugging, research, and problem-solving abilities
- Solid track record in technical product support, including email-based support operations
- Experience producing technical documentation and enabling other technical team members
- Strong customer communication skills with ability to explain complex technical issues clearly
- Ability to independently prioritize and drive complex issues across multiple teams
PREFERRED QUALIFICATIONS:
- 3–6 years of experience in technical product support, application support, database/integration support, or similar technical role
- 1+ years of hands-on experience troubleshooting JDBC sources or integrations
- DBA experience with PostgreSQL, MySQL, SQL Server, Oracle, or similar databases
- Experience supporting B2B SaaS, integration, or data infrastructure products
- Experience handling customer-impacting incidents and complex technical escalations
- Experience with ETL or data integration platforms
