Level 3 Support Engineer II

Cowbell is signaling a new era in cyber insurance by harnessing technology and data to provide small and medium-sized enterprises (SMEs) with advanced warning of cyber risk exposures bundled with cyber insurance coverage adaptable to the threats of today and tomorrow. Championing adaptive insurance, Cowbell follows policyholders' cyber risk exposures as they evolve through continuous risk assessment and continuous underwriting. In its unique AI-based approach to risk selection and pricing, Cowbell's underwriting platform, powered by Cowbell Factors, compresses the insurance process from submission to issue to less than 5 minutes.

Founded in 2019 and based in the San Francisco Bay Area, Cowbell has rapidly grown, now operating across the U.S., Canada, U.K., and India. This growth was recently bolstered by a successful Series C fundraising round of $60 million from Zurich Insurance. This investment not only underscores the confidence in Cowbell's mission but also accelerates our capacity to revolutionize cyber insurance on a global scale. With the backing of over 25 prominent reinsurance partners, Cowbell is poised to redefine how SMEs navigate the evolving landscape of cyber threats.

Your future team
At Cowbell, our Platform Support team is all about making things smoother for our internal folks and API partners. We do this by bringing our A-game in technical know-how and product smarts, always keeping our users' needs front and center.

About The Role
As a Level 3 Support Engineer II at Cowbell, you will play a crucial role in enhancing our customers' experience. You will be responsible for identifying and resolving production anomalies, collaborating closely with our global team of Level 2 and Level 3 engineers to tackle complex issues. Your dedication and urgency will be key in providing timely resolutions, ensuring our platform users remain unblocked and operations run smoothly.

What You Will Do:
Issue Resolution:

• Triage and troubleshoot user-reported issues, identifying the most effective resolution path.
• Implement production hotfixes and data changes to unblock users and mitigate issues.
• Lead code enhancement initiatives to improve platform resilience and reduce critical incidents.
• Prioritize and manage multiple incidents and deadlines in a fast-paced environment.

On-Call & Alerting:

• Participate in on-call rotations to triage, investigate, prioritize, and resolve critical bugs.
• Become proficient in setting metric-based alerts, investigating logs, and identifying fixes or escalating to appropriate service owners when necessary.

Knowledge & Collaboration:

• Identify patterns and group similar/related issues to determine optimal resolutions.
• Collaborate with other teams to build and maintain Level 2 & Level 3 Knowledge Bases, Status pages, incident notes, and other internal and external platform resources.
• Maintain strong collaboration, communication, and interaction with all stakeholders (platform users, engineering, QA, and product teams) on support-related topics.

What We Need From You:
We are seeking a highly motivated and experienced Level 3 Platform Support Engineer to join our team.The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and a commitment to continuous learning and growth.

Education & Experience:

• Bachelor's degree in Computer Science or a related field, or equivalent practical experience.
• Minimum of three years of experience with Spring Boot applications.
• Minimum of two years of experience with Java Microservices.

Technical Skills:

• Demonstrated expertise in software application debugging and troubleshooting.
• Familiarity with technical support processes and escalation management.Proficiency with Microservices,
• RESTful web services, and Kafka.Experience with ELK and RDS/Postgres.
• Hands-on experience with continuous software deployment in containerized microservices on public cloud infrastructure.

Soft Skills:

• Proactive and eager to learn new technologies and concepts daily.Exceptional interpersonal skills, including clear and professional written and verbal communication.
• Possess a responsible, reliable, confident, committed, empathetic, genuine, and helpful working style.Self-motivated, self-directed, adaptable, and capable of managing multiple tasks effectively.
• Strong ownership mindset, embracing both responsibility and accountability.

Bonus/Nice to Have:

• Experience working on a Software as a Service (SaaS) product.
• Familiarity with continuous integration and automated testing.
• Prior experience with tools such as JIRA, JIRA Service Management, Fire Hydrant, Datadog, Honeycomb, Komodor, Postman, and Tableau.
• Knowledgeable and comfortable working with Copilot and other LLM tools to assist in troubleshooting and code fixes.

Our US Benefits include (but are not limited to):

• Flexible PTO policy, 12 paid holidays in the US
• Company subsidized medical, dental, and vision insurance (90% for employee and eligible dependents)
• Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance
• Stock options in a rapidly scaling startup
• 401(k) program with employer matching
• Company paid basic Life, AD&D, STD & LTD and Voluntary benefits
• 16 weeks paid Parental Leave for all new parents
• Winner of Inc. Magazine's Annual List of Best Workplaces for 2022 & 2023

Work Location:

• This is a fully remote position, but we are currently only hiring candidates located in the following states: AL, AR, AZ, CA, CO, CT, DE, FL, GA, ID, IL, IA, KY, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, VT, WA, DC, WI

Equal Employment Opportunity:
We are committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability, or veteran status.

Cowbell is a leading innovator in cyber insurance, dedicated to empowering businesses to always deliver their intended outcomes as the cyber threat landscape evolves. Guided by our core values of TRUE—Transparency, Resiliency, Urgency, and Empowerment—we are on a mission to be the gold standard for businesses to understand, manage, and transfer cyber risk.

At Cowbell, we foster a collaborative and dynamic work environment where every employee is empowered to contribute and grow. We pride ourselves on our commitment to transparency and resilience, ensuring that we not only meet but exceed industry standards.

We are proud to be an equal opportunity employer, promoting a diverse and inclusive workplace where all voices are heard and valued. Our employees enjoy competitive compensation, comprehensive benefits, and continuous opportunities for professional development.

Cowbell is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.

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Cowbell Cyber does not permit the use of AI tools during any stage of our interview process. By submitting your application, you agree to complete all assessments and interviews without the use of generative AI assistance.