Senior Support Engineer

Summary

Join CoverGo, a leading global no-code insurance platform, and be part of a dynamic international team. As a Support Engineer, you will be the frontline resource for our engineering workforce, troubleshooting and resolving customer requests and issues. You will work closely with various technologies (AWS, Azure, GCP, Kubernetes, etc.) and collaborate with product and project engineering teams. This role requires at least 5 years of experience in support or engineering roles with a strong focus on delivery, observability, and cloud technologies. You will be working on weekends with corresponding weekdays off. CoverGo offers a competitive remuneration package, including health insurance, annual leave, 13th-month pay, annual performance bonus, stock options, and more.

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 weekends

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
• 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
• 15 Days Annual Leave
• 13th-month Pay
• Annual Performance Bonus
• Stock Options after 6 months
• Health Insurance
• Company activities and events
• Learning and development plan