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Platform Support Engineer

Cowbell Cyber Inc

Cowbell Cyber Inc

Software Engineering, Customer Service
Pune, Maharashtra, India
Posted on Tuesday, May 2, 2023

Your future team

Cowbell is a growing cyber insurance company, and the Support team is expanding to grow with the business. The Platform Support team at Cowbell is accountable for providing technical expertise and product knowledge to support internal users and API partners of Cowbell Platform. The productivity of Platform Users is the most crucial goal for the Platform Support team, so anything you do will always have our users in mind.

Cowbell Support Engineers improve our customers' experience with our platform by identifying and fixing production anomalies in collaboration with the global team of Level 3 and Level 2 engineers to solve our more complex problems. We seek Level 3 Support Engineers who will exhibit urgency and dedication to provide timely resolutions to unblock platform users and keep our operations humming.

Job Location: Balewadi, Amar Tech Park, Pune.

Interview Process: HR Screening call / Online Technical Assessment via Codility/ L1 Technical Round / L2 Hiring Manager OR Leadership Round.

Responsibilities / What You’ll Do:

  • Triage & troubleshoot user-reported issues to find the optimal path for resolution.
  • Flexible with the capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization

  • Be part of Pagerduty rotation to triage, investigate, prioritize, and fix bugs in mission-critical applications.

  • Develop processes & implement tooling or proactive monitoring & diagnosis by working with site reliability engineering.

  • Get proficient in setting alerts based on metrics and following through by investigating logs and identifying fixes or escalating to appropriate service owners for resolution where necessary.

  • Identify patterns and batch together similar/ related issues to identify optimal resolution.

  • Work alongside other teams to build and maintain Level 2, & Level 3 Knowledge bases, Status pages, incident notes, and other inward and outward-facing platform resources.

  • Strong collaboration, communication, and interaction with all stakeholders for support-related topics, including platform users, engineering, QA, and product teams.

Requirements / Desired Experience & Skills / What will you bring to the role

Education & Experience:

  • BA/BS in Computer Science, a related degree, or equivalent progressive demonstrable experience.
  • At least three years of experience in Spring Boot applications
  • At least two years of experience with Java Microservices

Hard skills

  • Demonstrated experience with software application debugging and troubleshooting
  • Familiarity with technical support processes and escalation management
  • Experience with Micro Services and RESTful web services
  • Experience with ELK and RDS/Postgres.
  • Experience with continuous software deployment in containerized microservices running on public cloud infrastructure.

Soft skills

  • Bring initiative & hunger to learn and grow; you are not afraid to learn new things daily.
  • Interpersonal skills, including the ability to speak and write clearly and professionally

  • Responsible, reliable, confident, committed, empathetic, genuine, and helpful working style

  • Self-motivated, self-directed, adaptable, and multi-tasking mindset

  • You have an ownership mindset: you are comfortable with both responsibility and accountability

Bonus/ Nice to have:

  • Experience working on Software as a Service product.
  • Experience with Kafka and RESTful web services
  • Experience with continuous integration and automated testing.
  • We use JIRA, Fire Hydrant, Datadog, Grafana, Komodor, Postman, Halp, Tableau, Pagerduty, and Jira Service Management. Some knowledge and experience working with these tools is a bonus.

This role is a hybrid role. It will require working out of the Pune office a few days a week located in Balewadi.