Open Role

Product Expert

US timezones

About Hex

Hex is a modern Data Workspace for teams. With Hex, Analysts and Data Scientists can explore, analyze, and visualize in collaborative notebooks, and then share their work as interactive data apps that anyone can use. This gives Data teams new superpowers, breaks down silos, and empowers organizations to be truly data-driven. We are looking for folks who are excited to collaborate with us in shaping the technology, product, and culture of our growing team.

About the role

Hex's 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 question, teach them the inner workings of Hex, and synthesize their feedback. You'll also contribute to building the resources we'll need to quickly scale how we support our growing customer base.

As a Product Expert, you will lean heavily into both your analytics expertise as well as your ability to build deep user empathy to support customers as they use Hex. You will work closely with Sales, Product, and Customer team members to understand our users, speak to Hex's unique capabilities, and provide insight into the things our users need and want most in an analytics data platform.

About You

  • 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 live chat, email, and calls) 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.

Who you might be

You might be a fit for this role if you have:

  • 3+ years experience in a Support / Customer Engineering-type role.
  • Basic experience with Data Science tooling and workflows, including Python, SQL, and BI tools. Bonus points if you have spent lots of time in notebooks, SQL IDEs, or app-building frameworks.
  • Ability to use analytical thinking 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.
  • A passion for team work, and willingness to be patient, provide honest feedback, and help us build an awesome company culture.

🦄 Candidates might have:

  • Experience as a working data scientist, analyst, or engineer, using SQL, Python, or R; or comparable, direct experience building products in this space.
  • Familiarity with the contemporary data stack across ETL, storage, BI, ML, and everything between, with a demonstrated ability to stay up to date with new developments.

We recognize that potential comes in many forms, and that years of experience is not a perfect proxy for on the job effectiveness. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just ticking off boxes on a job description. If you have an interest in this (or any other) role please do not hesitate to reach out - we'd love to chat!


What is our approach to remote work?

Hex has been fully remote since March 2020 will always have a flexible work-anywhere policy. In addition to our small hub in San Francisco, Hex is hiring teammates across all US time zones. To ensure everyone has a working environment in which they feel comfortable and productive, we have a home workstation budget and a coworking space budget. Our remote team spans across the US and we’re committed to growing and sustaining a thriving distributed team.

What are our return to office plans?

For those who prefer an in-office environment, we have a workspace in SF, and offer a coworking space budget for folks in other locations. To be eligible to work in these spaces, team members must be vaccinated and we will continue to follow the most current public health guidelines in determining our ability and capacity to work together in this space.

What can I expect from the interview process?

Your process will start one to two conversations with the team, where you’ll get the opportunity to learn about Hex and we’ll gain a better understanding of your experience and interests. From there, we'll conduct a few skill and experience-based interviews to ensure a great mutual fit on both sides.

All of our interview questions are designed based on real challenges we’ve had to solve in our day to day work. We never ask trick questions, brain teasers, or “gotchas”.  We optimize for transparency in the process, as well as providing interview feedback along the way, regardless of outcome.


Tahlia DeMaio, Product Expert (