Customer Experience Engineering Manager

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

Experience Level

Mid Level