Senior Full Stack Engineer - Support & Observability Focus - Mid Shift

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August 8

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CoverGo | Insurtech

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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.

51 - 200 employees

☁️ SaaS

💰 $15M Series A on 2022-05

📋 Description

• Working for the Insurtech Market Leader. • 100% Remote • Working with cutting edge technologies (Kubernetes, Terraform, GraphQL etc.) and multiple Cloud providers (AWS/Azure/GCP). • 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. • You’ll be part of the frontline technical team—working directly with customers, troubleshooting and resolving platform issues, and collaborating with engineering teams to improve our systems, tools, and processes. While this is a support-heavy role, solid software engineering skills and strong observability knowledge are essential. • Our Support Team acts as the first line of technical assistance for our customers and internal stakeholders. We not only resolve technical issues but also focus on advocating for customers, enhancing support tools, improving documentation, and collaborating closely with engineering teams to elevate the overall experience. • The team works closely with product and project engineering teams to deliver the best possible experience to our customers at scale, ensuring that solutions are not only reactive but also continuously improved for long-term impact. • Triage and troubleshoot support issues, when required escalate to project or product engineering teams. • Analyze system behavior using observability tools—logs, metrics, tracing—to diagnose root causes of incidents in distributed systems. • Debug application code (primarily in .NET or NodeJS) and, when required, contribute fixes or code-level solutions. • 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 and public holidays that fall on your scheduled workdays, with corresponding weekdays off.

🎯 Requirements

• At least 5 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 modern technologies such as .NET, and React or Vue.js. • 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 ability to take ownership of customer issues through to resolution. • 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 customer-first mindset—empathetic, responsive, and solutions-driven. • 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.

🏖️ Benefits

• 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