Subham Bansal
Bagalore, Karnataka,
Summary
Product Support Engineer with 4 years at Hevo, specializing in technical support for data integration solutions. Expertise in resolving complex issues, optimizing workflows, and enhancing user experience through effective communication and troubleshooting. Collaborates with engineering and product teams to drive resolutions and implement improvements. Builds strong client relationships and consistently exceeds service-level expectations in SaaS environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Product Support Engineer
Hevo Technologies India Pvt Ltd
08.2021 - Current
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Served as a key member of the Escalation Team, handling high-priority, complex technical issues impacting critical customer pipelines.
- Delivered end-to-end product support for Hevo’s SaaS-based data integration platform, ensuring seamless data flow across diverse sources and destinations.
- Led customer onboarding and testing for Hevo’s new product release, identifying and resolving pre-launch bugs and optimizing user experience.
- Collaborated closely with engineering, product, and infrastructure teams to troubleshoot escalated issues, perform root cause analysis, and deploy timely fixes.
- Designed and executed Python-based data transformation scripts, automating workflows and customizing data formats as per customer requirements.
- Worked extensively with DBT (Data Build Tool) to model, transform, and validate datasets from multiple sources for analytics and reporting.
- Diagnosed and resolved pipeline ingestion failures, schema evolution issues, and API rate limit constraints, ensuring minimal downtime.
- Conducted performance optimization for high-volume historical and incremental loads, reducing ingestion latency and improving throughput.
- Provided technical support for multiple product versions, guiding customers through version upgrades and ensuring backward compatibility.
- Maintained detailed technical documentation and knowledge base articles to enable faster issue resolution and reduce repeat incidents.
- Delivered proactive customer outreach to prevent recurring issues, improve adoption, and enhance customer satisfaction scores.
Education
Bachelors of Computer Science -
Lovely Professional University
Punjab06.2022
Skills
- Python, Java & SQL
- ETL / ELT Processes
- SaaS Product Support
- SQL & Database Management (MySQL, PostgreSQL)
- API Integration & Troubleshooting
- Customer Onboarding & Training
- Incident Management & RCA (Root Cause Analysis)
- CRON Scheduling & Automation
- Workflow Optimization
- Product Testing & Quality Assurance
- Technical Documentation
- Cross-Functional Collaboration
- Ticketing Systems (eg, Jira, Zendesk, Freshdesk, Intercom)
- Communication
Certification
- AWS Certified Cloud Practitioner
- Java Programming
- Data Structures and Algorithms (Self Paced)
Timeline
Product Support Engineer
Hevo Technologies India Pvt Ltd
08.2021 - Current
Bachelors of Computer Science -
Lovely Professional University
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