Product Expert: Data-Savvy Customer Engineer

Hex; New York (NY); Hybrid; USD 115,000 - 125,000; Full time

Benefits offered by this job

Equity

Health benefits

Flexible PTO

Job summary

Hex is growing fast; we are hiring a Product Expert to nurture and support customers to make them successful with Hex. Our focus is on building a valuable product that users love, and all your work will feed into that.

Our users are "analytically technical" (think: Data Scientist or Analyst writing SQL and Python) and you will engage with them to answer their questions, teach them the inner workings of Hex, and synthesize their feedback.

Qualifications

• 2+ years experience as a working data scientist, analyst, or analytics engineer, using SQL & Python.
• Beyond-the-basics experience with Data Science tooling and workflows, including Python, Jupyter notebooks, SQL, and BI tools.
• Developed analytical thinking ability to effectively troubleshoot complex problems
• A strong track record of talking to customers - from IC users to senior stakeholders - and solving their problems.
• You're an excellent communicator, who builds empathy, shares feedback, and grows successful relationships with internal and external stakeholders.
• A high rate of learning, natural curiosity, and eagerness to debate opinions to find truth.
• Based in NYC and excited to be in office 2x a week, or based in EST or CT timezones.

Responsibilities

• You will help ensure customers are successful by serving as a primary contact for technical questions and use case development throughout the user lifecycle.
• Provide excellent customer support experience (via chat, email, and Slack) by combining deep user empathy, thoughtful insights, and helpful responses to user questions.
• Develop an understanding of the needs of the different types of Hex users and learn how to both apply that knowledge and anticipate their future questions.
• Beyond point-to-point work, you will develop technical content to help users get and stay successful with Hex, including demo projects, documentation, and videos.
• Help us continue to build a product our users love by identifying product weaknesses and common pain points, providing feedback and suggestions to the Product team.

Skills

SQL

Python

Data analysis

Customer empathy

Tools

Jupyter notebooks

BI tools

Job description

Hex is growing fast; we are hiring a Product Expert to nurture and support customers to make them successful with Hex. Our focus is on building a valuable product that users love, and all your work will feed into that.

Our users are "analytically technical" (think: Data Scientist or Analyst writing SQL and Python) and you will engage with them to answer their questions, teach them the inner workings of Hex, and synthesize their feedback.