Full Stack Engineer – Support, Observability

This is a fully remote position, open to applicants in Vietnam.

📋 Description

• Manage and resolve support issues, escalating to project or product engineering teams as necessary.

• Evaluate logs, metrics, and traces to identify the root causes of incidents within distributed systems.

• Debug .NET or Node.js application code while contributing fixes or code-level solutions when required.

• Examine and resolve technical challenges at the code level, diagnosing root causes and implementing solutions.

• Work with technologies including AWS, Azure, GCP, Kubernetes, Dapr, Terraform, Temporal, Mongo Atlas, PostgreSQL, .NET, Node.js, and Java.

• Set up enterprise monitoring solutions.

• Conduct post-incident reviews and establish preventive measures.

• Automate support requirements, create runbooks, and enhance support tools.

• Engage in infrastructure capacity planning, demand forecasting, performance analysis, and systems optimization.

• Enhance the engineering support experience and platform engineering tools.

• Take part in research and development, explorations, and AI automation initiatives.

• Help define and promote the adoption of CSAT, NPS, resolution time, and first contact resolution KPIs.

• Engage in strategic discussions concerning customer lifecycle, retention, and satisfaction.

• Collaborate with customers, internal stakeholders, product teams, project engineering teams, and engineering teams.

⛳️ Requirements

• Minimum of 6 years of experience in support or full stack engineering, emphasizing delivery, observability, and cloud technologies.

• Strong hands-on experience in software development with .NET, Node.js, and either React or Vue.js.

• Demonstrated experience in leading a squad/team, coordinating team members, driving delivery, and providing technical guidance and mentorship.

• Proven ability to diagnose and resolve complex issues in distributed systems.

• Experience using observability platforms for metrics, logs, and tracing within microservice architectures.

• Exceptional problem-solving abilities with a commitment to taking ownership of customer issues until resolution.

• Strong communication and interpersonal skills.

• Fluent in English.

• Customer-centric mindset.

• Ability to frequently shift contexts, manage multiple projects, take extensive ownership, and prioritize effectively.

• Previous experience in the insurance or InsurTech sector (preferred).

• Proficiency with customer support platforms like Jira and Zendesk.

• Proven history of leading and scaling customer service operations in a dynamic environment.

🏝️ Benefits

• Competitive remuneration package.

• Fully remote work option.

• Annual leave.

• Annual performance bonus.

• Stock options available after 6 months.

• Health insurance coverage.

• Remote work allowance.

• Company activities and events.

• Learning and development plan.