Product Expert

Hex•New York, NY

5d•$115,000 - $125,000•Hybrid

About The Position

Hex is hiring a Product Expert to help customers succeed with Hex as the company and customer base grow. The role supports users who are analytically technical, such as data scientists and analysts who work with SQL and Python. The Product Expert answers customer questions, teaches users how Hex works, develops use cases, and synthesizes customer feedback to inform product improvements. Working closely with Sales, Product, and Customer teams, the Product Expert provides technically deep, empathetic support, troubleshoots complex workflows, investigates bugs, and identifies creative ways to use Hex. The role also helps scale customer support by developing resources such as demo projects, documentation, and videos. Support is provided through chat, email, and Slack.

Requirements

At least 2 years of experience working as a data scientist, analyst, or analytics engineer using SQL and Python.
Beyond-basic experience with data science tools and workflows, including Python, Jupyter notebooks, SQL, and BI tools.
Strong analytical thinking and ability to troubleshoot complex problems.
A track record of speaking with customers, from individual contributors to senior stakeholders, and solving their problems.
Excellent communication skills, empathy, ability to share feedback, and success building relationships with internal and external stakeholders.
High rate of learning, natural curiosity, and eagerness to debate opinions to find truth.
Teamwork, patience, honest feedback, and willingness to help build company culture.
Based in NYC and excited to work in the office at least 2 days per week, or based in the Eastern or Central time zones.

Nice To Haves

Experience in a user-facing technical role, such as Data Consultant or Customer Engineer.
Familiarity with the contemporary data stack across ETL, storage, BI, and ML, and demonstrated ability to stay current with developments.

Responsibilities

Serve as a primary contact for technical questions and use case development throughout the customer lifecycle.
Provide excellent customer support through chat, email, and Slack, using empathy, thoughtful insights, and helpful responses.
Understand the needs of different types of Hex users and anticipate their future questions.
Create technical content, including demo projects, documentation, and videos, to help users succeed with Hex.
Identify product weaknesses and common pain points, and provide feedback and suggestions to the Product team.
Troubleshoot complex user problems, investigate bugs, and help users develop solutions for complex workflows.
Work closely with Sales, Product, and Customer team members to understand users and communicate Hex’s capabilities.