Senior Customer Experience Engineer
PuneFull-time3–6 yrsPosted over a month ago
Mid-level customer support role at Hevo Data in Pune. Needs 3+ years.
About the role
The Senior Customer Experience Engineer takes ownership of the CX team's most complex, ambiguous, and high-impact customer issues, leading technical investigations through to resolution while keeping customers clearly informed throughout. With deep specialization in JDBC-based sources and integrations, the role acts as the technical bridge between customers, CX, Product, and Engineering.
What you'll do
- Own complex, ambiguous, and high-impact customer issues from investigation through resolution, with clear and proactive customer communication throughout
- Act as the technical escalation point for L1 and Associate CXEs, offering troubleshooting guidance and helping the team avoid unnecessary Engineering escalations
- Partner with Engineering and Product on complex issues by providing strong technical context, reproduction steps, impact assessment, and investigation findings
- Spot recurring issues and work with Engineering/Product to drive permanent fixes, rather than repeatedly patching the same symptoms
- Participate in — and where appropriate, lead — customer-impacting incidents and high-priority escalations
What you need
- Escalation handling
- SQL
- ETL
- SOP writing
- Data warehousing
- REST APIs
Good to have
- PostgreSQL
- SQL Server
- Java