Associate Customer Experience Engineer
PuneFull-time1–3 yrsPosted over a month ago
Junior customer support role at Hevo Data in Pune. Needs 1–3 years.
About the role
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.
What you'll do
- 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
What you need
- SQL
- ETL
- SOP writing
- Escalation handling
- Data warehousing
- REST APIs
Good to have
- PostgreSQL
- SQL Server
- Java