Product Support Engineer

CookUnity; United States; Remote; USD 90,000 - 125,000; Full time

Benefits offered by this job

15 vacation days

16 Argentinean holidays

Healthcare stipend

Sabbatical after 5 years

Paid family leave

Compassionate leave

Flexible benefits card

AI tools access

Job summary

CookUnity is seeking a Product Support Engineer to manage incident tracking, coordinate across CX, Engineering, and Business teams, and monitor system health. You will help quantify impact and communicate updates during outages, while contributing to OKRs and scaling the team nationwide.

Ideal candidates have 4+ years in product support or related roles, strong analytical abilities, experience with incident response, and proficiency in Agile practices and API testing with Postman.

Qualifications

• 4+ years experience in product support/analyst or related field.
• Strong analytical skills and data-driven mindset.
• Experience with incident response/management processes.
• Proficient in Agile methodologies and writing user stories.
• Familiar with API testing using Postman and basic tests.

Responsibilities

• Contribute to the Product Support Backlog and prioritize issues.
• Keep CX, Engineering, and Business teams informed with updates.
• Quickly resolve issues escalated by the CX team.
• Monitor tools, respond to alerts, and add monitors as needed.
• Participate in Incident Management and post-mortem activities.
• Create detailed KPI and trend reports.
• Be available for on-call rotation.

Skills

4+ years exp

Analytical skills

Incident management

Agile methodologies

User stories

Postman

Problem solving

SQL queries

Tools

Postman

Job description

Food has lost its soul to modern convenience. And with it, it has lost the power to nourish, inspire, and connect us. So in 2018, CookUnity was founded as the first-of-its-kind platform that connects the world with the source of truly great food: chefs. Today, CookUnity delivers 50 million meals a year from the industry’s best chefs to homes all over the country. Fresh. Ready-to-eat. And crafted with the passion that nourishes body and soul.

Unwilling to stop there, CookUnity is expanding beyond delivery to become an ever-innovating marketplace focused on our singular mission: empower Chefs to nourish the world.

If that mission has you hungry in more ways than one, you’ve found the right job posting.

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.
• Problem-solving and a DO-er skills.
• You are familiar with Agile Methodologies, and you know how to write detailed user stories.
• Knowledge of an API tool like Postman and being able to perform basic tests with it.

• 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.

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.