Full Stack Engineer Squad Lead (Support & Observability Focus)

CoverGo Limited; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

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

Job summary

CoverGo Limited is seeking a Senior Full Stack Engineer with a strong focus on Support and Observability to join our global engineering support team. This role targets engineers who relish solving complex issues, improving system reliability, and delivering outstanding customer experiences from a frontline position.

You will troubleshoot with customers, work across engineering teams to improve systems, and leverage a tech stack including .NET, NodeJS, AWS, Azure, GCP, and Kubernetes.

Qualifications

• At least 6 years of experience in support or full stack engineering with a focus on delivery, observability and cloud technologies.
• Strong hands-on experience in software development with .NET, Node.js and ReactorVue.js.
• Proven experience leading a squad/team, coordinating members and driving delivery.
• Observability and monitoring expertise to pinpoint root causes in microservice architectures.
• Excellent problem-solving, ownership mindset and customer-first approach.
• Fluent in English and able to communicate with diverse global teams.

Responsibilities

• Triage and troubleshoot support issues and escalate to project or product engineering when needed.
• Analyze system behavior using observability tools—logs, metrics, tracing to diagnose incidents.
• Debug application code in .NET or NodeJS and contribute fixes.
• Own technical issues end-to-end from investigation to resolution.
• Collaborate with AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas and PostgreSQL workloads.
• Configure enterprise monitoring solutions and runbooks.
• Conduct post-incident reviews and implement preventive measures.
• Automate support needs and improve platform tooling and processes.
• Participate in capacity planning, performance analysis and systems tuning.
• Help define KPIs like CSAT and resolution time and drive customer outcomes.

Skills

Full stack engineering

Observability

Cloud technologies

Leadership/mentorship

Customer focus

English fluent

Tools

AWS

Azure

GCP

Kubernetes

Dapr

Terraform

Temporal

MongoDB Atlas

PostgreSQL

Java

Jira

Zendesk

Job description

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 aSenior Full Stack Engineerwith a strong focus onSupport & 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.

About Support Team

Our Support Team acts as thefirst line of technical assistancefor 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 withproduct 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.

What You Will Do

• 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, 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,Node.js andReactorVue.js.
• 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

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