Golang Job: Production Support Engineer - Remote

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Job Skills

Company

Cover
Canada

Location

Remote Position
(From Everywhere/No Office Location)

Job type

Full-Time

Golang Job Details

Think insurance is boring? We did too. So we built a company that takes everything you think you know about buying insurance and turns it on its head.
At Cover, we want to become the largest and most customer centric insurance company in the world.
Founded in 2016, Cover is a mobile-first insurance platform licensed in all 50 states, working with over 35 carriers and underwriting our own insurance products. We were part of Y Combinator’s W16 batch, and have gone on to raise $37 million across three funding rounds backed by world class investors.
We’re growing fast. In the past year we’ve scaled the team across our San Francisco and Toronto offices. Across our diverse and multi-skilled team we’re working together to deliver a service that’s effortless to interact with, transparently priced, and built on a sustainable and long term footing.
We’re pushing hard to make our vision of insurance a reality and we want dedicated, inquisitive and collaborative people who are ready to play their part in achieving our goal.

The Role
With the success of our Cover Auto insurance offering, we are looking to scale our production operations team to support a growing number of agents as we continue to expand our product across additional states and different lines of insurance.

In order to support this growth and ensure that we continue to offer a smooth quoting and policy servicing experience, we are looking for a dedicated Production Support Engineer to join our Cover Advisors Platform (CAP) team.

In this role, you will respond to questions from agents and service reps, collaborate with the insurance domain experts, product members and engineers on triaging, reproducing, and fixing issues in a prompt manner, document known gaps and workarounds, stay on of open issues, brainstorm process improvements and most importantly keep a close eye on the

We are looking for curious, empathetic, supportive, and self-aware candidates

Key Responsibilites

    • Act as first level support for software issues reported by our sales agents and service reps
    • Collaborate on triaging, reproducing and fixing issues with key members from the insurance, product and engineering team
    • Manage cases in the ticketing system to ensure that we stay on top of open issues and prioritize accordingly
    • Document known gaps and workarounds
    • Write and run scripts to fix small defects while the developers address the root causes
    • Keep an eye on triggered monitors and system alerts on Datadog
    • Brainstorm for new ideas and ways to improve the support process

What we are looking for

    • Experience in a customer-facing position
    • Excellent English written and verbal communication skills
    • Empathy for people facing technical challenges
    • Professional, personable, conscientious
    • Documentation or Tech writing experience
    • Ability to multitask, prioritize, and manage time efficiently
    • 2+ years of technical work experience: support, development, engineering, etc.
    • Software development experience, particularly Ruby, Golang, or JS is a plus
    • Strong organizational skills
    • Experience with JIRA
    • Familiarity with system monitoring tools and practices (Datadog, etc.)
    • Familiarity with API development tools (Postman, etc)
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We Believe in Equal Opportunity
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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