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, by collaborating with the Customer Support team and the Engineering team.

The main tasks of this role are to consolidate, organize, categorize, detect important issues, and generate detailed reports.

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, Tech, and Business teams up-to-date.
• Quick-solve issues escalated by the CX team (1st level support team)
• Gather relevant info to help the problem-solving of incidents by the Tech team.
• Check our monitoring tools and react to alerts, and create new monitoring when needed.
• Be a part of the Incident Management and post-mortem processes (initial research, creation of an Incident, 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, or related field.
• Experience running or being responsible for Incident Response/management processes.
• Strong analytical 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, Crypto, Euro, ARS. Whatever your choice! We use Deel to make things easier for you!

🗺 Work remotely: design the life that you want.

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

🎄 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.

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