Senior Support Engineer

closed
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CoverGo

πŸ“Remote - Vietnam

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
This job is filled or no longer available