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Product Support Engineer

Posted 26 days agoViewed

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💎 Seniority level: Middle, 4+ years

📍 Location: Latam

🔍 Industry: Food Delivery

🏢 Company: CookUnity👥 501-1000💰 $47,000,000 almost 2 years agoFood DeliveryFood and BeverageConsumer ApplicationsSubscription ServiceOrganic Food

🗣️ Languages: English

⏳ Experience: 4+ years

🪄 Skills: SQLAgileData AnalysisAPI testingCommunication SkillsAnalytical SkillsProblem SolvingRESTful APIsTroubleshootingCustomer support

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