Responsibilities
- Triage and troubleshoot support issues, when required escalate 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.
- Provide support coverage during the fixed night shift (6:00 PM - 3:00 AM Vietnam Time).
Requirements
- 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.
- 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.
- Willing and available to work the night shift.
Nice to Have
- Additional language skills are a plus.
- 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.
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
Work Arrangement
Remote (Worldwide)
Team
Team size: over 120. Structure: international, diverse team with 30 nationalities
Additional Information
- Fluent in English
- Provide support coverage during the fixed night shift (6:00 PM - 3:00 AM Vietnam Time).
