Senior Full Stack Engineer

Summary

Join CoverGo, a leading global no-code insurance platform, as a Senior Full Stack Engineer specializing in Support & Observability. This 100% remote role involves working directly with customers, troubleshooting platform issues, and collaborating with engineering teams. You will triage and troubleshoot support issues, analyze system behavior using observability tools, debug application code, and take ownership of technical issues. The position requires strong software engineering skills, observability knowledge, and experience with cloud technologies. CoverGo offers a competitive remuneration package, including health insurance, remote work allowance, annual leave, and performance bonuses.

Requirements

• At least 5 years of experience in support or full stack engineering with a strong focus on delivery, observability, and cloud technologies
• Strong hands-on experience in software development with modern technologies such as .NET or NodeJS, and React or Vue.js
• Distributed Systems Troubleshooting: Proven track record of diagnosing and resolving complex issues in distributed systems
• Observability and Monitoring Tools: Experience in utilizing observability platforms for metrics, logs, and tracing to pinpoint root causes in microservice architectures
• Exceptional problem-solving skills and ability to take ownership of customer issues through to resolution
• Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams
• Fluent in English; additional language skills are a plus
• A customer-first mindset—empathetic, responsive, and solutions-driven
• A humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed
• Being adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize
• Willing and available to work the mid shift

Responsibilities

• Triage and troubleshoot support issues, when required escalate to project or product engineering teams
• Analyze system behavior using observability tools—logs, metrics, tracing—to diagnose root causes of incidents in distributed systems
• Debug application code (primarily in .NET or NodeJS) and, when required, contribute fixes or code-level solutions
• Take ownership of technical issues by directly investigating and resolving problems at the code level, including identifying root causes and implementing fixes when necessary
• Work closely with our technical stack (AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL) and our platform languages (.NET, NodeJS, Java)
• Configure enterprise monitoring solutions
• Conduct thorough post-incident reviews to identify root causes and implement preventive measures
• Automate support needs, develop runbooks, improve and maintain support tools
• Participate in infrastructure capacity planning, demand forecasting, software performance analysis and systems tuning
• Understand our product offerings and continuously look for ways to improve the engineering support experience and platform engineering tooling
• Participate in R&D / explorations / automation with AI
• Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution
• Participate in strategic discussions around customer lifecycle, retention, and satisfaction
• Provide support coverage during the fixed mid shift (12:00 PM - 9:00 PM Vietnam Time)
• This role includes working on weekends, with corresponding weekdays off

Preferred Qualifications

• You prefer short projects where you can go deep and chase a problem down vs. building long-term solutions over many months. You enjoy seeing multiple use cases, understanding the broad landscape, all while going deep on specific issues
• You have previous experience in the insurance or InsurTech space
• You are proficient with customer support platforms (e.g., Jira, Zendesk)
• You have proven track record of leading and scaling customer service operations in a fast-paced environment

Benefits

• Competitive remuneration package
• Fully Remote
• 15 Days Annual Leave
• 13th-month Pay
• Annual Performance Bonus
• Stock Options after 6 months
• Health Insurance
• Remote Work Allowance
• Company activities and events
• Learning and development plan