Full Stack Engineer – Support, Observability

🔥 0 minutes ago

🇻🇳 Vietnam – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 25%

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CoverGo | Insurtech

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🛡️ Insurance

💰 $15M Series A on 2022-05

SaaS • Insurance

CoverGo is a leading insurtech company that specializes in providing next-generation digital solutions for health, life, and property & casualty (P&C) insurance sectors. It offers a comprehensive, AI-powered, no-code platform that allows insurers to build and distribute insurance products quickly, manage policies and claims efficiently, and overcome the limitations of legacy systems. CoverGo serves a global clientele, including insurers, managing general agents (MGAs), and insurtechs, empowering them to achieve digital transformation and enhance customer experiences. With a strong focus on flexibility and scalability, CoverGo enables the deployment of its platform in various configurations, such as standalone, integrated with existing systems, or as a greenfield solution, ensuring insurers stay competitive in the fast-evolving market.

📋 Description

• Triage and troubleshoot support issues, escalating to project or product engineering teams when required • Analyze logs, metrics, and traces to diagnose root causes of incidents in distributed systems • Debug .NET or Node.js application code and contribute fixes or code-level solutions when needed • Investigate and resolve technical issues at code level, identifying root causes and implementing fixes • Work with AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL, .NET, Node.js, and Java • Configure enterprise monitoring solutions • Conduct post-incident reviews and implement preventive measures • Automate support needs, develop runbooks, and improve support tools • Participate in infrastructure capacity planning, demand forecasting, performance analysis, and systems tuning • Improve the engineering support experience and platform engineering tooling • Participate in R&D, explorations, and AI automation • Help define and drive adoption of CSAT, NPS, resolution time, and first contact resolution KPIs • Participate in strategic discussions on customer lifecycle, retention, and satisfaction • Collaborate with customers, internal stakeholders, product teams, project engineering teams, and engineering teams

🎯 Requirements

• At least 6 years of experience in support or full stack engineering with a strong focus on delivery, observability, and cloud technologies • Strong hands-on experience in software development with .NET, Node.js and React or Vue.js • Proven experience leading a squad/team, coordinating team members, driving delivery, and providing technical guidance and mentorship • Proven track record of diagnosing and resolving complex issues in distributed systems • Experience utilizing observability platforms for metrics, logs, and tracing in microservice architectures • Exceptional problem-solving skills and ability to take ownership of customer issues through to resolution • Strong communication and interpersonal skills • Fluent in English • Customer-first mindset • Ability to frequently switch context, work on multiple projects, take expansive ownership, and prioritize ruthlessly • Previous experience in insurance or InsurTech space (preferred) • Proficiency with customer support platforms such as Jira and Zendesk • Proven track record of leading and scaling customer service operations in a fast-paced environment

🏖️ Benefits

• Competitive remuneration package • Fully Remote • Annual Leave • Annual Performance Bonus • Stock Options after 6 months • Health Insurance • Remote Work Allowance • Company activities and events • Learning and development plan