Jun 2023 – Present · 3 yrs · On-site

• As a Support Manager at Hevo Data, I lead a team of 10+ L2 Support professionals, driving excellence in customer service and operational efficiency. My key responsibilities include:
• Customer Support Oversight: Regularly analyze support queues to understand customer-support dynamics, conducting reviews to unblock engineers and implement necessary actions, ensuring timely resolution of customer issues.
• Performance Reporting: Prepare and present weekly reports to both the team and senior management, fostering transparency and enabling data-driven decision-making across the organization.
• Operational Optimization: Identify and address operational bottlenecks through weekly one-on-ones and bi-weekly team connects, enhancing team performance and support quality.
• Cross-functional Collaboration: Work closely with the analytics team to conduct capacity planning, monitor key performance indicators, and implement course corrections as needed.
• Customer Satisfaction Management: Lead CSAT review processes, conducting retrospectives with engineers to identify strengths and areas for improvement, driving continuous enhancement of our support services.
• Quality Assurance: Establish and maintain quality review standards for the team, providing constructive feedback to ensure exceptional customer support experiences and contribute to improving our knowledge base.
• Connector Development Leadership: Manage a dedicated team focused on rapid integration of new connectors into our product, utilizing our in-house framework. Oversee sprint planning, daily scrums, and progress tracking via JIRA, providing regular updates to stakeholders.
• Product Testing Involvement: Engage the support team in User Acceptance Testing (UAT) for Hevo's new products, channeling valuable feedback to relevant stakeholders and contributing to product improvement.

Jul 2019 – Jun 2023 · 3 yrs 11 mos · On-site

• In my role supporting Hevo Data's customers, I've developed extensive expertise in resolving ETL integration challenges. This experience has provided me with valuable insights into:
• Data Warehousing Solutions: Proficient in working with industry-leading platforms such as Amazon Redshift, Google BigQuery, and Snowflake, enabling me to assist clients in optimizing their data storage and analytics capabilities.
• Cloud Technologies: Primarily focused on Amazon Web Services (AWS), with specialized knowledge in key components like S3 for scalable storage solutions and networking configurations to ensure secure and efficient data transfers.
• Database Management: Hands-on experience with a diverse range of databases, including PostgreSQL, MySQL, MongoDB, and Oracle. This versatility allows me to address integration issues across various client environments.
• RDBMS and SQL Proficiency: Developed a strong foundation in Relational Database Management System concepts and advanced SQL querying techniques, crucial for troubleshooting complex data pipelines and optimizing ETL processes.
• Programming Skills: Utilized Python programming extensively to create custom data transformations and debug client-specific issues, enhancing the flexibility and effectiveness of our ETL solutions.