Senior Customer Experience Engineer

About Hevo

Hevo Data is a no-code data pipeline platform that helps companies consolidate data from multiple sources for faster analytics. Our fully managed pipelines let data teams move data from 150+ sources (databases, SaaS applications, cloud storage, SDKs, streaming services) into warehouses and lakes, all without writing code.

Over 2,000 data teams in 45+ countries use Hevo, including DoorDash, Foot Locker, Arhaus, and Santander. We’re top-rated in the G2 Data Pipeline category, backed by Sequoia Capital, Qualgro, and Chiratae Ventures, and operate out of San Francisco and Bangalore.

Role Summary

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. Beyond resolving individual tickets, this role is expected to strengthen support processes, expand the use of AI and automation, build technical depth across the team, and mentor other CX engineers — pushing the team toward greater speed, accuracy, and consistency in service delivery.

Key Responsibilities

• 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.
• Diagnose issues using SQL, logs, API responses, database behavior, and product internals — going beyond surface-level troubleshooting.
• 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.
• Drive improvements to support processes, tooling, automation, and AI-assisted workflows that cut resolution time, reduce repeat issues, and lower manual effort.
• Build and own technical depth in areas such as JDBC integrations, databases, APIs, and data pipelines, acting as the team's internal subject-matter expert.
• Mentor Associate CXEs and teammates through case reviews, technical coaching, and knowledge sharing, and show broader team citizenship — covering escalations, contributing to shared SOPs/KBs, and flagging process gaps beyond your own scope.
• Own and continuously improve technical documentation, SOPs, KBs, and enablement material for the wider team.

What Success Looks Like

• Consistent ownership and resolution of complex, high-impact technical issues, with strong customer communication throughout.
• Low rate of avoidable escalations, and high-quality escalations when Engineering involvement is genuinely required.
• Fewer recurring issues and repeat contacts, with reduced dependency on Engineering over time.
• Visible improvements delivered through process, tooling, AI, and automation initiatives.
• Demonstrated technical enablement and mentoring impact on Associate CXEs and teammates.
• Effective, low-friction collaboration with Engineering and Product on customer-impacting issues.
• Strong ownership of incidents, escalations, and designated technical knowledge areas.