Full Stack Engineer Squad Lead (Support & Observability Focus)

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 The Role
We are seeking a Senior Full Stack Engineer with a strong focus on Support & Observability to join our global engineering support team. This role is ideal for engineers who are passionate about solving complex technical problems, improving system reliability, and delivering exceptional customer experiences.
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.
About Support Team
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.
What You Will Do
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
What We Need
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 modern technologies such as .NET, [protected info] and React or [protected info]
Proven experience leading a squad/team, coordinating team members, driving delivery, and providing technical guidance and mentorship
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
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
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
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
CoverGo Company Video
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