• Provide troubleshooting support for conditioning and filtration products across multiple sales channels. • Ensure accurate and prompt resolution of issues by phone and email, escalating concerns internally. • Assist customers with the installation and setup of residential and commercial equipment. • Enter customer orders, process warranty replacements, and provide post-sales order management support. • Use CRM and other software tools to document and manage customer needs and concerns. • Be a subject matter expert, offering product recommendations and support to both internal and external customers. • Collaborate with customer service and technical support teams within Watts. • Participate in continuous improvement initiatives to enhance products and processes. • Maintain knowledge of factory processes, tools, materials, and equipment.

• Be actively logged in and available to answer all incoming calls from customers with the ability to identify, troubleshoot and resolve their issues • Monitor inbound emails from customers and automated systems • Create/manage incident and service request in the ticketing system • Perform troubleshooting, fault identification and execute a resolution or a workaround to reestablish services as quickly as possible • Coordinate maintenance and repairs with field support, network engineers, and vendors • Provide regular notifications to customers on network outages and/or upgrades • Document all processes and outages through the internal ticketing systems

• Help keep customers happy • Build the automations and tooling that scale support • Collaborate directly with your teammate • Report to Head of Customer Experience • Surfacing customer pain points is core

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 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. Provide support coverage during the fixed shift (5:00 PM - 2:00 AM GMT +3, including weekends with 2 weekly designated days off). What We Need 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; additional language skills are a plus. 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. 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 CoverGo Company Video By submitting your application, you confirm that you have read, understood, and accepted the content of CoverGo’s Privacy Notice and you consent to the processing of your data as part of this application.