The Role
Lead the technical support function to ensure excellent customer experience, reduce escalations, and mentor team members in a SaaS environment.
Summary Generated by Built In
About Hevo
Hevo is a No-code Data Pipeline platform powering analytics for 2000+ companies including Deliverr, Neo4J, and Groww. Backed by $42M from Sequoia India and Chiratae Ventures, we've grown 20X in customer base over two years and are entering hyper-growth with ambitious revenue targets.
About the Role
As a Customer Experience Engineering Manager, you will lead the technical support function responsible for delivering a world-class customer experience at scale. You’ll own support outcomes, drive process excellence, reduce escalations, and act as a strong bridge between Customers, Product, and Engineering. This is a high-impact leadership role in a fast-growing SaaS environment.
Key Responsibilities
- Own and resolve customer issues within defined SLAs with minimal escalations
- Collaborate with Product and Engineering to drive faster resolutions
- Diagnose and troubleshoot issues across databases, pipelines, and integrations
- Create and maintain SOPs and knowledge-base articles to scale support quality
- Continuously build expertise in JDBC, data warehouses, and ETL workflows
- Mentor new team members and share best practices across the team
Requirements
- 8–15 years of experience in Technical Support, Customer Engineering, or Customer Success roles
- 3+ years of experience leading and scaling technical support or CX teams in SaaS (Must Have)
- Strong knowledge of cloud technologies, databases, and SQL
- Hands-on experience with JDBC integrations (1+ year preferred)
- Understanding of data warehousing, ETL concepts, REST APIs, and webhooks
- Proficiency in Java or another object-oriented programming language
- Excellent troubleshooting, debugging, and problem-diagnosis skills
- Experience with support operations (email support, escalations, SLAs)
- Ability to create clear technical documentation (KBs/SOPs)
- Strong communication skills, customer-first mindset, and attention to detail
Top Skills
Cloud Technologies
ETL
Java
Jdbc
Rest Apis
SQL
Webhooks
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The Company
What We Do
Hevo is an Automated Unified Data Platform that helps companies understand their users and customers better.
Using Hevo, companies can build a 360-degree view of their customers by combining data from multiple disparate data sources and applications including sales CRM, advertising channels, marketing tech, financial system software, and customer support products.
Data and information stored in these applications are often siloed, and it's difficult for companies to get a complete view of their customers and business metrics. Hevo solves this problem for its customers.
