Remote Product Support Engineer: Incident & Analytics
CookUnity
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Benefits offered by this job
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
Tools
Job description
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.
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