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Product Specialist
Posted on 9/12/2022
INACTIVE
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • Bachelor's Degree in a technical field or 4+ years of equivalent practical experience in a technical support role
  • We are seeking an inquisitive person that is able to take intricate problems and break them down into practical pieces!
  • Practical hands-on SQL experience
  • Ability to operate seamlessly in a fast-paced, agile environment
  • Outstanding verbal and written communication skills
  • Experience with Jira Service Desk or similar (Zendesk, Intercom, etc.) and/or various plug-ins/automated workflows for ticket and incident management
  • Experience working with various APM (Application Performance Monitoring) and monitoring platforms (i.e. Datadog, New Relic, Dynatrace)
Responsibilities
  • Develop expertise in the products you support and maintain up-to-date knowledge of Instacart's product and platform changes
  • Regularly engage with Engineers and Product Operation Managers, collaborating on ways to enhance or improve the customer experience
  • Balance multiple priorities and be responsible for your work from end to end
  • Solve sophisticated technical challenges to provide clear and accurate resolution paths on incoming tickets in accordance with SLA's
  • Fully own moving product issues through our Unified Triage process (including consolidating reports from multiple sources), and finding opportunities to improve the efficiency and effectiveness of that process
  • Autonomously lead triage and bug investigation meetings with Engineering to assist in bug prioritization on a weekly basis
  • Be the single-threaded owner of product quality for a specific area of the product. Closely lead all aspects of technical performance for your product area using various dashboards and monitoring systems, and regularly report on product health and make recommendations for improvement
  • We want you to own recreating and replicating technical challenges with the responsibility to drive platform change via root cause analysis, configuration management, and fixes to client production and testing environments
  • Independently synthesize and provide recommendations to engineers and engineering leadership on how to prioritize issue resolution
  • Understand and translate intricate product and technical concepts to non-technical audiences
  • Autonomously develop and complete processes to test new features before they launch. Make recommendations on how we can improve the product prior to launch
  • Serve as the main point of contact for Engineering and Care/Ops teams during active bug incidents and/or outages. Participate in an on-call rotation to provide assistance on incidents after hours
Instacart

10,001+ employees

Grocery delivery app
Company Overview
Instacart's mission is to create a world where everyone has access to the food they love and more time to enjoy it together. The company operates a mobile app for the delivery and pick-up of groceries and household items.
Benefits
  • Go far together
  • Grow the pie
  • Roll up your sleeves
  • Put it all on the table
  • Serve generously
Company Core Values
  • Wellness Tailored to You - Medical, dental, vision, retirement, life & disability coverage right alongside physical & mental wellness programs, memberships and stipends to keep you and your family feeling your best.
  • Family Building Benefits - No matter where you are in your family journey, we support you. Our plans cover modern family planning for all. We offer leave for all parents, flexible working schedules and an active [email protected] community.
  • Work From Home Stipend - We help outfit your WFH setup and offer reimbursements so you can be your most productive while at home.
  • Flexible Time Off - We all recharge differently. Take the time you need with our flexible time off policy.
  • Learning & Development - Whether you’re just starting your career or leading teams, we provide customized L&D programs to help you grow and an annual allowance to pursue your development.
  • Future Planning - We have you covered as you plan for your future. 401(k) matching in the U.S. and RRSP in Canada, student loan assistance through Peanut Butter, free Rocket Lawyer membership, SoFi & First Republic financial planning and more.
  • Community Connection - Support the communities you care about with volunteer weeks and get involved with our social impact program, Instacart Serves.
  • Instacart Express Membership - We help keep your fridge stocked. Unlock grocery discounts with our Instacart Beta app while testing our latest features.