Senior Support Engineer

Summary

Join CoverGo, a leading global no-code insurance platform, as a Support Engineer and work 100% remotely using cutting-edge technologies. You will be the frontline resource for the engineering workforce, troubleshooting and resolving customer requests and issues. The role involves diagnosing technical issues, working with various technologies (AWS, Azure, GCP, Kubernetes, etc.), automating support needs, and participating in infrastructure capacity planning. You will also contribute to post-incident reviews, improve support tools, and help define and drive adoption of KPIs. CoverGo offers a competitive remuneration package, a hybrid work model, and various benefits including annual leave, 13th-month pay, performance bonuses, stock options, health insurance, and remote work allowance.

Requirements

• Professional Experience: At least 5 years of experience in support or engineering roles working with .NET or NodeJS, with a strong focus on delivery, observability, and cloud technologies
• 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 a proactive approach to resolving customer challenges
• 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 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 night shift

Responsibilities

• Triage and troubleshoot support issues, when required escalate to project or product engineering teams
• Diagnose technical issues by reading monitoring metrics, logs, analyzing and debugging platorm code, assisting engineering teams to find errors in code and preparing fixes if needed
• 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 night shift support as part of a 24/7 global support coverage

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

• International Environment
• Competitive remuneration package
• Hybrid Work Model
• 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