As a Technical Product Associate, you will be at the intersection of user support and technical development. You will work directly with our colleagues and our clients, providing exceptional support and helping them resolve issues that may include diagnosing and triaging bugs within the platform, contributing to testing and quality assurance of our product suite, ensuring new features and updates meet reliability and usability standards. 

Additionally, you will use modern tools to quickly develop proofs of concept, lightweight interfaces, and prototypes that can be tested and iterated upon with users. While mastery of these tools is not required, comfort with exploring, applying, and learning them will be key to your success.

This role is designed for those eager to grow their technical expertise, product management skills, and understanding of how to deliver high-quality, user-centered products.


In this role you will:

• Provide exceptional customer service: Answer user questions, troubleshoot technical issues, guide them through product functionalities, work directly with our data team to monitor our data pipeline, and work directly with the platform administration tools.

• Support QA and testing: Participate in testing of new features, bug fixes, and product updates; identify, document, and escalate issues; and help ensure the quality and reliability of our products before release.

• Develop technical skills: Assist in the creation and management of new tools for data analysis and automation; work with analysts to develop new data analysis approaches, visualizations, and products; and conduct ad-hoc data analysis to address specific client needs and generate actionable insights.

• Develop your product management skills: Learn the ropes of product development through on-the-job experience and mentorship, Participate in internal discussions and provide data-driven insights to inform product decisions, gather and analyze user feedback to identify user needs, pain points, and suggestions for improvement.

• Experiment with modern tools: Use prototyping and low-code/no-code tools to create proofs of concept, test interfaces, and explore new ways to meet user needs.
  
  

We have a strong culture of learning and collaboration. We expect that you will want to grow in your role and experience, develop new skills and experiences, identify opportunities for you to specialize and work on things that are both interesting to you and solve real problems for our business and our clients. 

In this role, you will be expected to work from the office three days per week to support collaboration and team connection.

About The Penta Product Team

Our product team works together across the US and UK offices to build and maintain the data, platform, and analytical tools used by our colleagues to deliver impactful insights for our clients. We maintain a strong learning culture where everyone is expected to not only do their work but help others learn more and grow in their roles and careers.


The Penta Product team is responsible for five core areas of the Penta business:

• Support: we provide support for all Penta users including colleagues and work directly with clients to get the most out of our products and help them solve problems with any of our intelligence products.
• Training: we design and lead all product training including how and when to use any of our Intelligence products like monitoring, insights reports, Penta. live, and the diverse range of analysis tools we build.
• Data: we manage all of the data pipelines that underpin our entire platform, including working with providers to manage costs and quality.
• Product design: we set the vision and design for our products and what we build from small bugs to major new features like AI summarization of alerts. We also build tools directly to solve problems and automate work for analysts globally.
• Product marketing: we are the best suited to be able to communicate how our products solve problems, and we create the messaging and content to communicate that value.

Qualifications

• Bachelor’s Degree in Computer Science, Statistics, Data Science, or related field preferred

• Demonstrated technical skills including knowledge of programming and technical principles

• Strong technical aptitude and ability to learn new technologies quickly

• Excellent communication and interpersonal skills, both written and verbal

• Customer-centric mindset and a passion for exceeding user expectations

• Detail-oriented with a proactive problem-solving approach

• Ability to work independently and as part of a team

• A natural curiosity and desire to learn about product development