<h3><strong>Top Reasons To Join Us</strong></h3><ul> <li>Working for the Insurtech Market Leader.</li> <li>100% Remote</li> <li>Working with cutting edge technologies (Kubernetes, Terraform, GraphQL etc.) and multiple Cloud providers (AWS/Azure/GCP).</li> </ul><h3><strong>About Us</strong></h3><p>At CoverGo, our mission is to empower all insurance companies to make insurance 100% digital and accessible to everyone.</p><ul> <li>We are a leading global no-code insurance platform for health, life, and P&amp;C.</li> <li>We’re the winner of the Insurtech of the Year in all of Asia and other awards globally.</li> <li>We work with insurance enterprise clients such as AXA, Bupa, MSIG, Dai-ichi, Bank of China Group Insurance, and many more.</li> <li>Were an international, diverse team of over 120 people with 30 nationalities and team members working remotely from all over the world.</li> <li>We are fully funded and backed by reputable VC funds and strategic institutional investors.</li> <li>We have a global presence in Asia, EMEA and the Americas.</li> <li>We’ve grown our annualized revenue by over 30x since January 2021.</li> <li>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.</li> </ul><h3>About the Role</h3><p>We are seeking a <strong>Senior Full Stack Engineer</strong> with a strong focus on <strong>Support &amp; Observability</strong> 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.</p><p>You’ll be part of the <strong>frontline technical team</strong>—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, <strong>solid software engineering skills and strong observability knowledge are essential</strong>.</p><h3>About Support Team</h3><p>Our Support Team acts as the <strong>first line of technical assistance</strong> for our customers and internal stakeholders. We not only resolve technical issues but also focus on <strong>advocating for customers, enhancing support tools, improving documentation, and collaborating closely with engineering teams</strong> to elevate the overall experience.</p><p>The team works closely with <strong>product and project engineering teams</strong> to deliver the <strong>best possible experience to our customers at scale</strong>, ensuring that solutions are not only reactive but also continuously improved for long-term impact.</p><h3>What You Will Do</h3><ul> <li>Triage and troubleshoot support issues, when required escalate to project or product engineering teams.</li> <li>Analyze system behavior using observability tools—logs, metrics, tracing—to diagnose root causes of incidents in distributed systems.</li> <li>Debug application code (primarily in .NET or NodeJS) and, when required, contribute fixes or code-level solutions.</li> <li>Take ownership of technical issues by directly investigating and resolving problems at the code level, including identifying root causes and implementing fixes when necessary.</li> <li>Work closely with our technical stack (AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL) and our platform languages (.NET, NodeJS, Java).</li> <li>Configure enterprise monitoring solutions.</li> <li>Conduct thorough post-incident reviews to identify root causes and implement preventive measures.</li> <li>Automate support needs, develop runbooks, improve and maintain support tools.</li> <li>Participate in infrastructure capacity planning, demand forecasting, software performance analysis and systems tuning.</li> <li>Understand our product offerings and continuously look for ways to improve the engineering support experience and platform engineering tooling.</li> <li>Participate in R&amp;D / explorations / automation with AI.</li> <li>Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution.</li> <li>Participate in strategic discussions around customer lifecycle, retention, and satisfaction.</li> <li><strong>Provide support coverage during the fixed night shift (6:00 PM - 3:00 AM Vietnam Time).</strong></li> </ul><h3>What We Need</h3><ul> <li>At least 5 years of experience in support or full stack engineering with a strong focus on delivery, observability, and cloud technologies.</li> <li>Strong hands-on experience in software development with modern technologies such as <strong>.NET,</strong> and <strong>React</strong> or <strong>Vue.js.</strong> </li> <li>Distributed Systems Troubleshooting: Proven track record of diagnosing and resolving complex issues in distributed systems.</li> <li>Observability and Monitoring Tools: Experience in utilizing observability platforms for metrics, logs, and tracing to pinpoint root causes in microservice architectures.</li> <li>Exceptional problem-solving skills and ability to take ownership of customer issues through to resolution.</li> <li>Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams.</li> <li>Fluent in English; additional language skills are a plus.</li> <li>A customer-first mindset—empathetic, responsive, and solutions-driven.</li> <li>A humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge youre missing to make both your team and our customers succeed.</li> <li>Being adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.</li> <li> <strong>Willing and available to work night shifts, including when holidays fall on scheduled workdays.</strong> </li> </ul><p><strong>You might thrive in this role if</strong></p><ul> <li>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.</li> <li>You have previous experience in the insurance or InsurTech space.</li> <li>You are proficient with customer support platforms (e.g., Jira, Zendesk).</li> <li>You have proven track record of leading and scaling customer service operations in a fast-paced environment.</li> </ul><h3><strong>Why Youll Love Working Here</strong></h3><ul> <li>International Environment</li> <li>Competitive remuneration package</li> <li>Fully Remote</li> <li>15 Days Annual Leave</li> <li>13th-month Pay</li> <li>Annual Performance Bonus</li> <li>Stock Options after 6 months</li> <li>Health Insurance</li> <li>Remote Work Allowance</li> <li>Company activities and events</li> <li>Learning and development plan</li> </ul><h3> <strong>CoverGo Company </strong><a href="https://www.youtube.com/watch?v=YI0ezLxvFvA"><strong>Video</strong></a> </h3><p>By submitting your application, you confirm that you have read, understood, and accepted the content of CoverGo’s <a href="https://apply.workable.com/covergo/gdpr_policy?lng=en">Privacy Notice</a> and you consent to the processing of your data as part of this application.</p>