# Senior Customer Experience Engineer

- Link: https://100xfounder.com/job/hevo-data-senior-customer-experience-engineer-c758c8/
- Published: 2026-09-25T13:52:07+05:30
- Author: Ishaan Vardhan

### 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.

### Required Skills & Experience

Strong grasp of cloud technologies, databases, and integrations, with hands-on experience
troubleshooting applications end-to-end.

Strong SQL skills and hands-on debugging experience across databases, applications,
and integrations.

Solid knowledge of JDBC-based integrations and the connectivity concepts behind 
them.

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 the 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 a 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.