Senior Customer Experience Engineer

Overview

Own complex, high-impact customer issues for a data pipeline platform, leading technical investigations through resolution. Serve as a technical bridge between customers, Customer Experience, Product, and Engineering, with a focus on JDBC-based sources and integrations.

What you'll do

• Own complex customer issues from investigation through resolution.
• Provide technical escalation support to L1 and Associate CX Engineers.
• Diagnose issues using SQL, logs, APIs, databases, and product internals.
• Partner with Engineering and Product on reproductions, impact assessments, and fixes.
• Improve support processes, tooling, automation, and AI-assisted workflows.
• Mentor CX Engineers through case reviews, coaching, and knowledge sharing.
• Maintain technical documentation, SOPs, knowledge bases, and enablement material.

What you'll need

• 3–6 years of experience in technical product, application, database, or integration support.
• Strong SQL and hands-on debugging experience.
• Solid knowledge of JDBC-based integrations and connectivity concepts.
• Working knowledge of data warehousing, ETL, REST APIs, webhooks, and distributed systems.
• Familiarity with Java or another object-oriented programming language.
• Experience with technical documentation and email-based support operations.
• Strong customer communication and cross-team prioritization skills.

Nice to have

• 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.

Details

• Location: Pune, Maharashtra, India.