Support Engineer

About Converge

Converge fuses cyber insurance security and technology to provide businesses with clear, confident cyber protection. Deploying a proprietary data ecosystem underpinned by expert underwriting, it provides risk solutions that deliver high value strategies with improved outcomes. Our team is composed of top-tier professionals across underwriting, technology, and claims who share a passion for driving the future of cyber risk management.

About the Role:

In this technical role, you will be part of the Converge Engineering team. You will mange our support queue, develop & maintain Python scripts to import & export customer data, triage customer issues, and make sure we are adhere to our SLA. You will be reporting to the Head of Engineering.

Responsibilities:

• Manage our Jira support help desk, and ensure SLAs are met
• Build and continuously improve the support processes
• Develop & maintain Python scripts
• Manage support requests for customers across different time zones within the US
• Triage customer issues by checking logs, running simple database queries
• Perform root cause analysis for production errors and recommend improvements
• Work with different team members and stakeholders representing all areas of the business
• Regularly prepare and present content to stakeholders within Converge

 
Qualifications:

• 3+ years supporting SaaS platforms
• Proficiency with Docker Containers
• Experience with the AWS PaaS, including but not limited to…
  • VPC
  • CloudFront, API Gateway & ALB
  • Cognito
  • MWAA
  • ECR & ECS Fargate
• Proficiency with Datadog
• Working knowledge of databases. Knowledge of GraphDBs, Neo4j & Cypher is a huge plus.
• Proficiency using APIs. GraphQL is a huge plus.
• Proficient understanding of version control best practices using Git

Education and Experience:

• Bachelor’s degree in Computer Science or equivalent. 
• 5+ years of related work experience.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times. 

The Company is an equal opportunity employer. It is the practice of the Company to recruit, hire and promote without regard to race, religion, color, national origin, sex, disability, age, pregnancy, sexual orientations, marital status, military status, or any other characteristic protected by law. Decisions on employment are solely based on an individual's qualifications for the position being filled.

During the recruitment process, reasonable accommodations for disabilities are available upon request. If contacted for an interview, please inform the Recruiter/HR Professional of the accommodation needed.