CoverGo is looking for a Senior Full Stack Engineer with a strong focus on Support & Observability to join our frontline technical team. You will work directly with customers to troubleshoot and resolve platform issues, improve system reliability, and enhance the customer experience.

What You'll Do

Triage and troubleshoot support issues, escalating to project or product engineering teams when required.
Analyze system behavior using observability tools to diagnose root causes of incidents in distributed systems.
Debug application code (primarily in .NET or NodeJS) and contribute fixes or code-level solutions.
Take ownership of technical issues by directly investigating and resolving problems at the code level.
Work closely with our technical stack and platform languages.
Configure enterprise monitoring solutions.
Conduct thorough post-incident reviews to identify root causes and implement preventive measures.
Automate support needs, develop runbooks, and improve support tools.
Participate in infrastructure capacity planning, demand forecasting, and software performance analysis.
Understand our product offerings and continuously look for ways to improve engineering support and platform tooling.
Participate in R&D, explorations, and automation with AI.
Help define and drive adoption of KPIs such as CSAT, NPS, and resolution time.
Participate in strategic discussions around customer lifecycle, retention, and satisfaction.
Provide support coverage during the fixed night shift (6:00 PM - 3:00 AM Vietnam Time).

What We're Looking For

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.
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.
Willing and available to work the night shift.

Nice to Have

Additional language skills are a plus.
Previous experience in the insurance or InsurTech space.
Proficient with customer support platforms (e.g., Jira, Zendesk).
Proven track record of leading and scaling customer service operations in a fast-paced environment.

Technical Stack

Languages: .NET, NodeJS, Java, React, Vue.js
Infrastructure: AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal
Databases: Mongo Atlas, PostgreSQL

Team & Environment

You'll join an international, diverse team of over 120 people with 30 nationalities. You will be part of the global engineering support team, which acts as the first line of technical assistance, and work closely with product and project engineering teams.