Job description

Job Description: Product Support Data Scientist Overview We are seeking a Product Support Data Scientist to join our team in the USA. The ideal candidate will combine strong analytical skills with technical expertise to provide advanced support for our products, solve complex customer issues, and deliver insights that enhance product performance and customer satisfaction. This role bridges product support and data science, ensuring our clients receive both high-quality technical assistance and actionable data-driven solutions. Key Responsibilities • Serve as a subject matter expert to troubleshoot, investigate, and resolve complex product-related issues reported by customers and internal teams. • Analyze product usage data to identify trends, anomalies, and areas for improvement. • Collaborate with engineering, product management, and customer success teams to escalate and resolve issues efficiently. • Develop data models, dashboards, and reports to monitor product performance and customer support metrics. • Provide data-driven recommendations to improve product functionality, customer experience, and support processes. • Assist in creating knowledge base articles, FAQs, and technical documentation. • Leverage machine learning and statistical techniques to automate repetitive support tasks and enhance predictive support capabilities. • Partner with product and support leadership to measure KPIs such as resolution time, defect frequency, and customer satisfaction. Qualifications • Bachelor’s or Master’s degree in Data Science, Computer Science, Statistics, or related field. • 2–5+ years of experience in data science, product analytics, or technical support roles. • Proficiency in Python, R, SQL, and data visualization tools (Tableau, Power BI, or similar). • Strong knowledge of machine learning, statistical analysis, and data modeling techniques. • Experience working with large datasets, cloud platforms (AWS, GCP, Azure), and APIs. • Excellent problem-solving, debugging, and communication skills. • Ability to translate complex technical findings into clear insights for both technical and non-technical stakeholders. • Familiarity with customer support systems (Zendesk, Jira, Salesforce Service Cloud, etc.) is a plus. Preferred Skills • Prior experience in a product support or customer-facing data science role. • Understanding of SaaS products and enterprise-level support environments. • Strong project management and cross-functional collaboration skills. • Experience automating reporting and support workflows using scripts and AI tools. About the Company: EXCELHIRE

Requirements