Customer Experience Manager

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