Senior Support Engineer - Night Shift (Fully Remote)

Top Reasons To Join Us

• Working for the Insurtech Market Leader.
• 100% Remote
• Working with cutting edge technologies (Kubernetes, Terraform, GraphQL etc.) and multiple Cloud providers (AWS/Azure/GCP).

About Us

At CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone.

• We are a leading global no-code insurance platform for health, life, and P&C.
• We’re the winner of the Insurtech of the Year in all of Asia and other awards globally.
• We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more.
• We're an international, diverse team of over 120 people with 30 nationalities and team members working remotely from all over the world.
• We are fully funded and backed by reputable VC funds and strategic institutional investors.
• We have a global presence in Asia, EMEA and the Americas.
• We’ve grown our annualized revenue by over 30x since January 2021.
• We’re constantly working towards making CoverGo a workplace that you love coming to. We deeply believe that bringing together a diversity of thoughts, expressions, and perspectives is key to building the best culture for equally diverse communities all over the world.

About Support Team

Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools and advancing documentation and developer education. Team works closely with product and project engineering teams to deliver the best possible experience to our customers at scale.

What You Will Do

• 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.

What We Need

• 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.

You might thrive in this role if

• 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.

Why You'll Love Working Here

• 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

CoverGo Company Video

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