Product Support Engineer

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Contribute to the Product Support Backlog.

• Ensure that the CX, Engineering, and Business teams are kept informed.

• Swiftly resolve issues escalated by the first support level (CX team).

• Regularly monitor tools, respond to alerts, and create new monitors as required.

• Engage in Incident Management and post-mortem activities, including detection, incident creation, research, and follow-up.

• Compile detailed reports on KPIs and trends.

• Take part in the on-call rotation.

• Manage tracking of incidents that could affect systems.

• Assess and communicate incident impact.

• Keep stakeholders updated throughout the investigation process.

• Contribute to setting OKRs, continuous improvements, monitoring, Incident Management, and team development.

⛳️ Requirements

• Over 4 years of experience as a product support analyst, business analyst, functional analyst, data analyst, or in a related field.

• Strong analytical abilities.

• Experience overseeing or managing Incident Response processes.

• Exceptional communication skills.

• Proficient in problem-solving and action-oriented skills.

• Familiarity with Agile Methodologies and the ability to write detailed user stories.

• Capability to run intermediate SQL queries.

• Knowledge of an API tool like Postman and the ability to perform basic tests using it.

🏝️ Benefits

• Receive payment in USD.

• Work remotely.

• Enjoy 15 days of vacation annually starting from your first day.

• Benefit from 16 fully paid Argentinean holidays.

• Healthcare Benefit: Monthly stipend for use with your preferred healthcare provider.

• After 5 years with CookUnity, enjoy a 4-week paid sabbatical.

• Paid family leave.

• Compassionate Leave: 3-5 days available as needed.

• Flexible benefits: A prepaid card for wellness, learning, food, and more.

• Enterprise access to ChatGPT and Claude.

• Personalized English coaching.