Senior Full Stack Engineer (Support & Observability) - Global Engineering Support Team

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.

You’ll be part of the frontline 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 the first line of technical assistance for our customers and internal stakeholders. We not only resolve technical issues but also focus on advocating for customers, enhancing support tools, improving documentation, and collaborating closely with engineering teams to elevate the overall experience.

The team works closely with product and project engineering teams to deliver the best 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 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.

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, and React or Vue.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 a proven track record of leading and scaling customer service operations in a fast-paced environment.