{"id":1215723,"url":"https://alion.io/job/hevo-data-senior-customer-experience-engineer","title":"Senior Customer Experience Engineer","company":{"id":2891,"name":"Hevo Data","domain":"hevodata.com","url":"https://alion.io/company/hevo-data","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"C","score":64,"open_postings":49,"ghost_share":0.592,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ETL/ELT","optional":false},{"name":"Java","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"MySQL","optional":true},{"name":"Oracle","optional":true},{"name":"PostgreSQL","optional":true}],"status":"live","first_seen_at":"2026-09-25T08:22:07Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-26T00:33:57Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Hevo\nHevo 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.\nOver 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.\nRole Summary\nThe 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.\nWith 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.\nKey Responsibilities\nOwn complex, ambiguous, and high-impact customer issues from investigation through resolution, with clear and proactive customer communication throughout.\n\nAct as the technical escalation point for L1 and Associate CXEs, offering troubleshooting guidance and helping the team avoid unnecessary Engineering escalations.\n\nDiagnose issues using SQL, logs, API responses, database behavior, and product internals - going beyond surface-level troubleshooting.\n\nPartner with Engineering and Product on complex issues by providing strong technical context, reproduction steps, impact assessment, and investigation findings.\n\nSpot recurring issues and work with Engineering/Product to drive permanent fixes, rather than repeatedly patching the same symptoms.\n\nParticipate in - and where appropriate, lead - customer-impacting incidents and high-priority escalations.\n\nDrive improvements to support processes, tooling, automation, and AI-assisted workflows that cut resolution time, reduce repeat issues, and lower manual effort.\n\nBuild and own technical depth in areas such as JDBC integrations, databases, APIs, and data pipelines, acting as the team's internal subject-matter expert.\n\nMentor 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.\n\nOwn and continuously improve technical documentation, SOPs, KBs, and enablement material for the wider team.\n\nWhat Success Looks Like\nConsistent ownership and resolution of complex, high-impact technical issues, with strong customer communication throughout.\n\nLow rate of avoidable escalations, and high-quality escalations when Engineering involvement is genuinely required.\n\nFewer recurring issues and repeat contacts, with reduced dependency on Engineering over time.\n\nVisible improvements delivered through process, tooling, AI, and automation initiatives.\n\nDemonstrated technical enablement and mentoring impact on Associate CXEs and teammates.\n\nEffective, low-friction collaboration with Engineering and Product on customer-impacting issues.\n\nStrong ownership of incidents, escalations, and designated technical knowledge areas.\n\nRequired Skills & Experience\nStrong grasp of cloud technologies, databases, and integrations, with hands-on experience troubleshooting applications end-to-end.\n\nStrong SQL skills and hands-on debugging experience across databases, applications, and integrations.\n\nSolid knowledge of JDBC-based integrations and the connectivity concepts behind them.\n\nWorking knowledge of data warehousing, ETL, REST APIs, webhooks, and distributed systems fundamentals.\n\nFamiliarity with Java or another object-oriented programming language.\n\nExcellent troubleshooting, debugging, research, and problem-solving abilities.\n\nSolid track record in technical product support, including email-based support operations.\n\nExperience producing technical documentation and enabling other technical team members.\n\nStrong customer communication skills, with the ability to explain complex technical issues clearly.\n\nAbility to independently prioritize and drive complex issues across multiple teams.\n\nPreferred Qualifications\n3-6 years of experience in technical product support, application support, database/integration support, or a similar technical role.\n\n1+ years of hands-on experience troubleshooting JDBC sources or integrations.\n\nDBA experience with PostgreSQL, MySQL, SQL Server, Oracle, or similar databases.\n\nExperience supporting B2B SaaS, integration, or data infrastructure products.\n\nExperience handling customer-impacting incidents and complex technical escalations.\n\nExperience with ETL or data integration platforms.","description_format":"text","description_chars":5074,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Data Integration & ETL Tools"],"lifecycle":[{"event":"open","at":"2026-09-25T08:35:40Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":42,"reasons":["conf:1","win:early"],"computed_at":"2026-09-26T02:09:58Z"},"pay":null,"html_url":"https://alion.io/job/hevo-data-senior-customer-experience-engineer","json_url":"https://alion.io/job/hevo-data-senior-customer-experience-engineer.json","meta":{"generated_at":"2026-09-26T02:09:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2186,"day_limit":5000,"remaining_today":2814,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}