# Product Expert

**Company:** [Hex](https://hotfix.jobs/companies/hex)
**Location:** New York, NY, San Francisco, CA
**Role:** Support Engineering
**Salary:** $115k – $125k/yr
**Experience:** 2+ years
**Skills:** SQL, Python, jupyter notebooks, Business Intelligence, Data Science, ETL, Data Warehousing, Machine Learning, Customer Support
**Posted:** 2026-08-05

> Supports analytically technical customers by troubleshooting SQL- and Python-based workflows, answering product questions, creating educational resources, and synthesizing feedback for Product. Requires at least two years of data, analytics, or customer-facing technical experience.

## Job Description

## 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.
- Understand different user needs and anticipate future questions.
- Create technical content, including demo projects, documentation, and videos.
- Identify product weaknesses and common pain points, then provide feedback and suggestions to the Product team.
- Troubleshoot complex problems, investigate bugs, and develop creative solutions for complex user workflows.
- Work closely with Sales, Product, and Customer teams to understand users and communicate product capabilities.

## Requirements
- **2+ years** of experience as a data scientist, analyst, or analytics engineer using SQL and Python.
- Experience with data science tooling and workflows, including Python, Jupyter notebooks, SQL, and business intelligence tools.
- Strong analytical thinking and troubleshooting abilities.
- Track record of communicating with customers, from individual contributors to senior stakeholders, and solving their problems.
- Excellent communication, empathy, feedback-sharing, and relationship-building skills.
- Curiosity, eagerness to learn, and willingness to debate ideas to find the truth.
- Passion for teamwork and willingness to provide patient, honest feedback.
- If based in San Francisco or New York City, willingness to work in the office at least two days per week.

## Nice-to-haves
- Experience in a user-facing technical role, such as Data Consultant or Customer Engineer.
- Familiarity with the contemporary data stack, including ETL, storage, BI, and ML.

## Compensation and Benefits
- Competitive total rewards package including salary and equity.
- Comprehensive health benefits.
- Flexible paid time off.
- Salary range: **$115,000–$125,000**.

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