Customer Success Engineer

As a Solutions Engineer/Sales Engineer, you will act as a trusted technical advisor to prospective customers in the US market. You will own the technical evaluation journey end-to-end, from the first discovery call to closing the deal, by demonstrating how our platform solves real-world data integration challenges. This role involves working closely with global customers (primarily North America ), designing scalable architectures, running tailored product demos, and building proofs-of-concept that showcase value.

Responsibilities:

• Run technical discovery calls with Heads of Data, Data Engineering Managers, and CTOs to understand their stack, pain points, and constraints. These are global conversations, primarily with customers in North America and Europe, and you will own them end-to-end.
• Design and present reference architectures showing how Hevo fits into their existing data stack (e. g., Salesforce, Postgres, GA4 Snowflake, dbt).
• Run live product demos tailored to the customer's stack. These are not scripted walkthroughs. You will need to read the room, adapt on the fly, and handle unexpected technical questions with confidence.
• Own the technical evaluation from the first conversation to the closed deal by addressing deep technical questions and earning trust with engineering teams.
• Build proofs-of-concept by configuring real pipelines from source systems (Salesforce, Outreach, Postgres, MySQL) into destinations like Snowflake or BigQuery.
• Develop deep expertise in the data integration landscape, including native solutions from AWS, GCP, and Azure (AWS Glue, Azure Data Factory, Google Cloud Dataflow) as well as other data pipeline and integration platforms, and articulate Hevo's technical advantages in a way that lands with both technical and non-technical buyers.
• Partner with Account Executives to drive technical wins and with Customer Success to ensure smooth handoffs after a deal closes.
• Share customer feedback and patterns with Product and Engineering to influence the roadmap.

Requirements:

• 2 to 6 years of hands-on experience as a Data engineer, Analytics engineer, ETL/ELT developer, or Data warehouse engineer.
• Experience building and operating real data pipelines in production, including handling source schema changes, failures, and reliability issues.
• Strong fundamentals in SQL and at least one cloud data warehouse (Snowflake, BigQuery, or Redshift).
• Experience with at least one orchestration or transformation tool (Airflow, dbt, or similar).
• Exceptional communication and presentation skills.
• This is non-negotiable. You will be the face of Hevo's technical capability to a global customer base. That means:
• Your spoken English is clear, confident, and easy to follow for an international audience.
• You are comfortable presenting to groups of 5 to 15 people, including senior technical leaders, over video calls.
• You can structure a technical narrative, not just answer questions but guide a conversation toward the right conclusion.
• You can hold your own when a customer pushes back or challenges your recommendation.
• You have presented or demoed something technical to an audience before, in any context: internal reviews, client calls, meetups, or conferences.
• Genuine interest in customer-facing work, even if you have not done it formally before.

Good to have:

• Experience with CDC tools or data integration platforms, whether cloud-native (AWS Glue, Azure Data Factory, or Google Cloud Dataflow) or third-party pipeline and integration tools.
• Exposure to multiple source system types such as CRMs, ad platforms, SaaS APIs, and OLTP databases.
• Public technical writing, conference talks, or open-source contributions.
• Prior experience in customer conversations, even informally. For example, presenting to internal stakeholders or analytics teams or working with international teams across time zones.

Support Engineer – AI/ML & Education ERP

Company: iCloudEMS

Location: Remote / Work From Home

Employment Type: Full-Time

Experience: Freshers / 0–1 Year

About iCloudEMS

iCloudEMS is an Education ERP platform that helps universities, colleges, and educational institutions manage academic and administrative operations through integrated digital solutions.

We are looking for a motivated Support Engineer with an interest in AI/ML technologies to support clients using the iCloudEMS Education ERP platform. The ideal candidate should have basic knowledge of SQL/MySQL, web applications, troubleshooting, and AI/ML concepts, along with strong communication and problem-solving skills.

Key Responsibilities

• Provide first-level technical support through phone, email, and ticketing systems.
• Troubleshoot issues related to Admissions, Academics, Finance, HRMS, LMS, and Online Examination modules.
• Perform basic SQL/MySQL queries for data validation, troubleshooting, and issue analysis.
• Reproduce reported issues and coordinate with QA and Development teams for resolution.
• Test software functionality and verify bug fixes.
• Analyze API/web application issues and escalate complex technical problems.
• Assist with AI-powered features, AI/ML tools, and automation workflows where required.
• Support testing and validation of AI/ML-based features and applications.
• Create support documentation, FAQs, user guides, and knowledge-base articles.
• Assist with client onboarding, product demonstrations, and user training.
• Maintain clear communication with clients and ensure timely issue resolution.
• Continuously learn new ERP, AI/ML, database, and web technologies.

Required Skills

• Bachelor's degree in Computer Science, IT, BCA, MCA, B.Tech, or related field.
• Freshers or candidates with 0–1 year experience can apply.
• Basic knowledge of SQL/MySQL and relational databases.
• Basic understanding of web applications, APIs, and troubleshooting.
• Basic understanding of AI/ML concepts, Generative AI, or LLMs.
• Strong analytical and problem-solving skills.
• Good verbal and written communication.
• Ability to understand technical problems and explain solutions clearly.
• Willingness to learn AI/ML and emerging technologies.

Preferred Skills

• Basic knowledge of PHP, HTML, CSS, and JavaScript.
• Familiarity with OpenAI/LLM APIs, ChatGPT, prompt engineering, or AI tools.
• Basic knowledge of Python and AI/ML libraries is an advantage.
• Familiarity with ERP/EdTech applications.
• Knowledge of ticketing/helpdesk systems.
• Basic understanding of REST APIs and web services.

What You'll Gain

• Hands-on experience with a real-world Education ERP platform.
• Practical exposure to SQL, databases, APIs, web applications, and troubleshooting.
• Exposure to AI/ML, Generative AI, LLMs, and AI-powered ERP features.
• Experience working with Support, QA, Development, and Implementation teams.
• Client communication and enterprise software experience.
• Long-term career growth and learning opportunities.

Benefits

• Full-Time Employment
• Permanent Work From Home
• Learning and development opportunities
• Exposure to Education ERP + AI/ML technologies
• Collaborative work environment
• Career growth opportunities

Compensation: As per company norms

Why Join iCloudEMS?

Join iCloudEMS to work on a real-world Education ERP platform while gaining practical experience in technical support, SQL, web technologies, AI/ML, and enterprise software. This role is ideal for candidates who want to build a strong foundation in both technical support and emerging AI technologies.

Forward Deployed Implementation Engineer

About the Role

We are looking for a Forward Deployed Implementation Engineer who can work closely with customers and internal teams to successfully implement and operationalize our product.

This is a customer-facing, execution-oriented role that sits at the intersection of Product, Engineering, Accounting, and Customer Operations.

You will own implementations from start to finish — understanding customer requirements, configuring the product, setting up workflows and integrations, troubleshooting issues, coordinating with Engineering/Product, and ensuring customers are successfully onboarded and operational.

This role is ideal for someone who enjoys solving real customer problems, working with data and systems, understanding accounting workflows, and getting things across the finish line.

What You’ll Do

• Own the end-to-end implementation of the product for new and existing customers.
• Understand customer business processes, accounting workflows, and operational requirements.
• Configure customer/entity setups, workflows, recipes, rules, and product features based on business requirements.
• Work with accounting and finance teams to understand their requirements and translate them into product configurations.
• Set up and validate integrations with systems such as accounting platforms, POS systems, banking platforms, and other third-party systems.
• Investigate implementation issues, data discrepancies, integration failures, and workflow problems.
• Work closely with Engineering and Product teams to troubleshoot issues and drive them to resolution.
• Clearly communicate customer requirements, implementation blockers, and product gaps to internal teams.
• Coordinate across multiple stakeholders and ensure implementation tasks are completed on time.
• Test configurations and integrations end-to-end before customer rollout.
• Perform data validation and reconciliation to ensure the system is producing accurate results.
• Support customer/accounting teams during onboarding and transition them successfully to the product.
• Create implementation documentation, playbooks, and repeatable processes.
• Identify recurring customer problems and work with Product/Engineering to improve the product and implementation process.
• Provide feedback from customer implementations to help shape product improvements.

What We’re Looking For

• 2–6 years of experience in implementation, solutions engineering, technical consulting, customer success engineering, business systems, or a similar role.
• Strong problem-solving and analytical skills.
• Comfortable working directly with customers and internal technical teams.
• Ability to understand complex business processes and translate them into system configurations.
• Strong understanding of data, workflows, integrations, and APIs.
• Good understanding of accounting/finance concepts and workflows is highly preferred.
• Comfortable working with spreadsheets and data; SQL knowledge is a strong plus.
• Ability to investigate issues independently and identify the root cause rather than simply escalating problems.
• Strong ownership mindset — you take a problem from "this is broken" to "this is solved."
• Excellent communication skills, both written and verbal.
• Comfortable working in a fast-moving environment where requirements can evolve.
• Ability to manage multiple customer implementations and prioritize effectively.

Good to Have

• Experience with accounting systems such as NetSuite, QuickBooks Online, or similar platforms.
• Experience working with POS systems such as Toast or similar platforms.
• Experience with banking/payment integrations.
• Experience working with REST APIs and integration troubleshooting.
• SQL/Postgres experience.
• Experience working with accounting data, reconciliations, journal entries, revenue, expenses, payouts, or financial reporting.
• Experience in SaaS implementation or B2B software.
• Experience working with Engineering/Product teams in a startup environment.

What This Role Is NOT

This is not a traditional software engineering role where your primary responsibility is writing application code.

You will work closely with Engineering, but your primary responsibility is to:

Understand → Configure → Implement → Validate → Troubleshoot → Deploy → Drive Adoption

You should be comfortable getting hands-on with the product, customer data, integrations, and workflows to solve problems.

Who Will Succeed in This Role?

You will do well if you are someone who:

• Enjoys solving ambiguous problems.
• Can speak comfortably with both customers and engineers.
• Is technically curious and can understand how systems and integrations work.
• Doesn't wait for someone else to solve a problem.
• Can dig into data to find what is actually happening.
• Is comfortable working with accounting/finance teams.
• Enjoys taking ownership of implementations.
• Can balance customer requirements with product capabilities.
• Is willing to get hands-on and figure things out rather than simply following a checklist.

Why Join Us?

You will have significant ownership over how customers successfully adopt the product.

You will work across customers, accounting teams, Product, and Engineering, giving you exposure to both business and technology.

This role is a great opportunity for someone who wants to grow into a Solutions Engineer, Implementation Lead, Product Specialist, or Forward Deployed Engineer while working on real-world customer problems.