Product Support Engineer
CookUnity
WorldwideremotePosted 7 days ago
Skill Required
Product-Support-EngineerTechnical-Support-EngineerSupport-AnalystIncident-ManagerBusiness-AnalystProduct-Support-EngineeringSupport-EngineerCustomer-Support-EngineerSOCtroubleshootingrelated fieldEngineeringanalyticalObservabilityPostmanChatGPTdesignAgileDesign PatternsSQLandAIFulltime
Key highlights
- Paid in USD
- More than 4 years of experience required
- Work remotely
- Knowledge of SQL and Postman required
Role overview
CookUnity is a platform connecting the world with chefs to deliver fresh, ready-to-eat meals. The Product Support Engineer will serve as an initial responder to customer-related issues, managing the Incident Management process and ensuring stakeholders remain informed during system outages or disruptions. Reporting to the Product Support Manager, the role involves technical troubleshooting, running SQL queries, and contributing to the definition of OKRs and constant improvements as the operation expands 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.
- Own the tracking of any incident that may impact our systems.
- Calculating and sharing the impact while ensuring all stakeholders are kept informed of every update throughout the investigation.
- Participate together with the Product Support Manager in the definition of OKRs, constant improvements, monitoring, Incident Management, and help with the expansion of the team.
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.
- 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.
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.
Additional details
- CookUnity is an Equal Opportunity Employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, citizenship status, protected veteran status, genetic information, or physical or mental disability.
- A quick note for all candidates: We’ve recently seen an increase in recruitment scams across the industry, and we want to make sure you (and your data) stay safe while applying to CookUnity. We also want you to know that we take this seriously — sometimes, as part of our process, we may ask for a brief “proof of humanity” to confirm that we’re connecting with a real person, not an impersonator.
- Apply only through our official channels. All open roles are listed on our official careers page.
- Recruiters can be verified on LinkedIn with verified profiles or via the official LinkedIn Company Page.
- Communication is only through official CookUnity channels (emails ending in @cookunity.com and interviews held through Google Meet or Zoom), never WhatsApp, Telegram, or SMS.
- CookUnity will never ask for payment or personal financial details.
- Originally posted on Himalayas