Senior Support Engineer

Summary

Join CoverGo, a leading global no-code insurance platform, as a Support Engineer and work 100% remotely. You will be the frontline resource for the engineering workforce, troubleshooting and resolving customer requests and issues. 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 work closely with various technologies (AWS, Azure, GCP, Kubernetes, etc.) and need exceptional problem-solving and communication skills. The position offers competitive remuneration, 15 days of annual leave, a 13th-month pay, annual performance bonuses, stock options, health insurance, and more. The work schedule includes a fixed mid-shift (12:00 PM - 9:00 PM Vietnam Time) and weekend work with corresponding weekdays off.

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 mid shift (12:00 PM - 9:00 PM Vietnam Time)

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
• 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