Customer Engineer

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Page: https://hexhq.notion.site/the-customer-team-hex?pvs=143

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About the Role

Hex's customer base is growing and changing quickly as our space and product evolve. To keep pace with this growth, we are hiring the next addition to our Customer Engineering team!

Customer Engineering at Hex is a post-sales focused role that works closely with our Account Executives, Product Experts and EPD teams to deliver a top-notch technical customer experience. As a Customer Engineer, you will use your data and project management expertise to effectively onboard new customers as they begin their journey with Hex while setting them up for long-term success. Our CE team works closely with customers throughout their partnership with Hex to build and implement customer-focused frameworks, advise customers on data curation strategies to enable Hex AI, and educate end users on Hex's unique capabilities. Your work is crucial to drive expansion revenue and our product roadmap.

By being hands-on with customers, you are the eyes and ears of the company. A large part of your role will be translating all of that valuable information into insights for Product, GTM leadership, and more! Reporting directly to our Head of Customer, this role is perfect for someone looking to have a big impact on a small team and generate ideas for how this role will continue to change.

If you want to learn more about the Customer team, what we do, and how we work, please check out our team page!

What you will do:

• Become a Hex product expert capable of guiding customers through initial product setup, asset development, and technical questions
• Work hands-on with our strategic customers to:
  • Build confidence that Hex is the best place for their organization to work with data
  • Teach Hex best practices and general platform knowledge
  • Advise on data curation strategy to enable Hex AI
  • Drive Hex product adoption with core data personas
• Experiment with implementation, onboarding and training programs aligned to the newest parts of Hex’s product
• Build relationships with Hex owners at customers in your book of business to get valuable feedback, test early product features, and help them drive product adoption
• Identify patterns from your book of business that can be reused, automated, or incorporated into the product experience
• Aggregate and share product feedback internally based on your experiences working hands-on with customers to inform our product roadmap and prioritization

Who you might be:

• You’re customer and data-obsessed. You have 2+ years working in a technical customer-facing role (Sales/Customer Engineering, Solutions Architect, Technical Account Management).
  • You are genuinely curious about your customers and their challenges working with data
  • You are comfortable meeting with stakeholders and finding creative solutions to address their pain
• You mirror our core data persona’s technical capabilities. You are fluent in SQL and Python. You have familiarity with the data tooling ecosystem (traditional BI, cloud data warehouses, semantic layers, etc.) and are curious about the role of AI in data (bonus if you have experience with it directly!).
• You are excited to learn and build something new. You welcome opportunities to be creative, design and run experiments and are comfortable sharing wins, losses, and learnings.
• You are an effective communicator & advisor. You work well with technical stakeholders (internal & external) to gather/deliver feedback, share timelines, and drive progress. You are comfortable asking for help when you need it.
• You are a strategic problem solver. You are able to break down complex, ambiguous opportunities into discrete, actionable hypotheses to test with minimal overhead.
• Preferably based in NYC or SF and excited to work in office 2 days per week, or remote in EST or PST timezone 

In addition to our unique culture, Hex proudly offers a competitive total rewards package, including but not limited to, market-benched salary & equity, comprehensive health benefits, and flexible paid time off.

The on-target-earnings (OTE) for this role is: $150,000 - $170,000. 

The OTE range shown may be a reflection of additional factors such as geographical location and skill ranges/levels we’re open to. Placement in the OTE range will be decided upon completion of the interview process, taking into account factors like leaving room for growth, internal fairness & parity, your demonstrated skills, and the depth of your experience. Our Recruiting team will be able to provide more details during the interview process.

By submitting an application the candidate consents to the use of their personal information in accordance with the Hex Privacy policy: https://learn.hex.tech/docs/trust/privacy-policy.