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CookUnity is seeking a Product Support Engineer to join their team. This role involves acting as a first responder to customer issues, coordinating with various teams, and managing the incident management process. The Product Support Engineer will report to the Product Support Manager and participate in OKR definition, improvements, monitoring, and team expansion.
Responsibilities:
Responsibilities:
- Contributing to the Product Support Backlog.
- Keeping the CX, Engineering, and Business teams updated.
- Solving issues escalated by the 1st support level (CX team).
- Regularly checking monitoring tools and responding to alerts.
- Participating in Incident Management and post-mortem processes.
- Building detailed reports on KPIs and trends.
- On-call rotation availability.
- 4+ years of experience in product support, business analysis, or related fields.
- Strong analytical skills.
- Experience in Incident Response/management processes.
- Excellent communication skills.
- Problem-solving skills.
- Familiarity with Agile Methodologies and user stories.
- Ability to run intermediate SQL queries.
- Knowledge of API tools like Postman.
- Remote work opportunity.
- Paid time off.
- Healthcare benefit.
- Paid holidays.
- Compassionate leave.
- Family leave.
- Personalized English coach.
- Customizable benefits platform.
- Sabbatical after 5 years.
CookUnity
CookUnity is a food platform connecting consumers with chefs, delivering fresh, ready-to-eat meals crafted with passion. Founded in 2018, CookUnity aims to restore soul to modern food by empowering chefs to nourish the world. The company delivers millions of meals annually across the country, expanding as an innovative marketplace. CookUnity values creativity, authenticity, and excellence, striving to create meaningful experiences and foster a sense of belonging.