Product Support Engineer

Summary

Join CookUnity, a company revolutionizing the food industry by connecting chefs with customers, as a Product Support Engineer. You will be responsible for resolving customer issues, managing incidents, and ensuring smooth system operations. This role requires strong analytical and problem-solving skills, experience with incident management, and proficiency in SQL queries. You will work remotely and enjoy benefits such as paid time off, healthcare stipend, family leave, and personalized English coaching.

Requirements

• More than 4 years of experience as a product support analyst, business analyst, functional analyst, data analyst, or related field
• Strong analytical skills
• Experience running or being responsible for Incident Response/management processes
• Excellent communication skills
• Problem-solving and a DO-er skills
• You are familiar with Agile Methodologies, and you know how to write detailed user stories
• Be able to run intermediate SQL queries
• Knowledge of an API tool like Postman and being able to perform basic tests with it

Responsibilities

• Contribute to the Product Support Backlog
• Keep the CX, Engineering, and Business teams up-to-date
• Quick-solve issues escalated by the 1st support level (CX team)
• Regularly check our monitoring tools, respond to alerts, and create new monitors when necessary
• Be a part of the Incident Management and post-mortem processes (detection, creation of an Incident, research, follow-up)
• Build detailed reports on KPIs and trends
• Availability for the on-call rotation

Benefits

• Get paid in whatever your choice is. We use Deel to make things easier for you!
• Work remotely: design the life that you want
• Enjoy 15 business days of vacation each year from the start date
• Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider
• 16 fully paid Argentinean holidays
• Compassionate Leave: 3-5 days each time the need arises
• Family leave of 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid
• Personalized English coach
• Customize the benefits that suit your needs! Access a range of perks tailored to you, including learning opportunities, wellness memberships, delivery apps, and more through our comprehensive benefit platform
• 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical