Full Stack Engineer Squad Lead; Support & Observability Focus

• Working for the Insurtech Market Leader.
• 100% Remote
• Working with cutting edge technologies (Kubernetes, Terraform, GraphQL etc.) and multiple Cloud providers (AWS/Azure/GCP).

At Cover Go, 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 Cover Go 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.

We are seeking aSenior Full Stack Engineer with a strong focus on Support & Observabilityto 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 thefrontline 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 thefirst line of technical assistance for our customers and internal stakeholders. We not only resolve technical issues but also focus onadvocating for customers, enhancing support tools, improving documentation, and collaborating closely with engineering teamsto elevate the overall experience.

The team works closely with product and project engineering teamsto deliver thebest 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 escape 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,…