Product Support Engineer

• 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 monitoring tools, respond to alerts, and create new monitors when necessary
• Participate in Incident Management and post-mortem processes, including detection, incident creation, research, and follow-up
• Build detailed reports on KPIs and trends
• Participate in the on-call rotation
• Own tracking of incidents that may impact systems
• Calculate and share incident impact
• Keep stakeholders informed throughout investigations
• Participate in defining OKRs, continuous improvements, monitoring, Incident Management, and team expansion

• 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
• Familiarity with Agile Methodologies and writing detailed user stories
• Ability to run intermediate SQL queries
• Knowledge of an API tool like Postman and ability to perform basic tests with it

• Get paid in USD
• Work remotely
• 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
• After 5 years with CookUnity, a 4-week paid sabbatical
• Paid family leave
• Compassionate Leave: 3-5 days each time the need arises
• Flexible benefits: a prepaid card usable for wellness, learning, food, and more
• Enterprise access to ChatGPT and Claude
• Personalized English coach