[Hiring] Full Stack Engineer Squad Lead @CoverGo

Role Description

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.

• Part of the frontline technical team—working directly with customers, troubleshooting and resolving platform issues.
• Collaborate with engineering teams to improve our systems, tools, and processes.
• Solid software engineering skills and strong observability knowledge are essential.

What You Will Do

• Triage and troubleshoot support issues; escalate to project or product engineering teams when required.
• 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 contribute fixes or code-level solutions when required.
• Take ownership of technical issues by investigating and resolving problems at the code level.
• Work closely with our technical stack (AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL) and 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, and 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.

Qualifications

• 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, 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 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.
• Adept at frequent context switching and working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

Requirements

• 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 a proven track record of leading and scaling customer service operations in a fast-paced environment.

Benefits

• 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