Product Support Engineer

About the Team:

The CookUnity Product Support Team plays a crucial role as the initial responders to customer-related issues, coordinating efforts among various teams and ensuring stakeholders stay updated. They take charge of the Incident Management process, emphasizing the importance of learning from any system outages or disruptions.

The Role:

We are looking for a Product Support Engineer with solid analytical and problem-solving skills, capable of communicating effectively with tech and business areas, along with having a strong level of technical background in technical troubleshooting and run database SQL queries.

The Product Support Engineer owns the tracking of any incident that may impact our systems. They are also responsible for calculating and sharing the impact while ensuring all stakeholders are kept informed of every update throughout the investigation.

You'll be reporting directly to our Product Support Manager and you will participate together in the definition of OKRs, constant improvements, monitoring, Incident Management, and help with the expansion of the team as our operation keeps doing so nationwide.

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.

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.

Benefits:

💸 Get paid in USD.

🗺 Work remotely: design the life that you want.

⛱ Enjoy 15 days of vacation each year from the start date.

🎄 16 fully paid Argentinean holidays.

🩺 Healthcare Benefit: Monthly stipend to use in your preferred healthcare provider.

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical.

🐣 Paid family leave.

🕯 Compassionate Leave: 3-5 days each time the need arises.

🧘🏽‍♀️ Flexible benefits, your way: a prepaid card you can use on wellness, learning, food, and more.

🤖 AI-forward workplace: enterprise access to ChatGPT and Claude to help you work smarter and grow faster.

🧑‍🏫 Personalized English coach.

If you’re interested in this role, please submit your application, and if we think you might be a fit, we'll get in touch with you. Thank you for your time!