Platform Support Engineer
Posted on 3/29/2023
Toronto, ON, Canada • Remote • United States
Experience Level
  • Bring initiative & hunger to learn and grow; you are not afraid to learn new things every day
  • Demonstrated previous experience in learning technology quickly
  • Experience with software application debugging and troubleshooting
  • Familiar with technical support processes and escalation management
  • Ability to articulate concepts to non-technical users in a relatable way
  • 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
  • Triage & troubleshoot user-reported issues to find the optimal path for resolution while maintaining assigned projects and customer communications
  • Manage tickets to closure, ensuring excellent support is provided timely
  • Flexible with the capability to prioritize multiple incidents and deadlines to facilitate well in a fast-paced, rapidly evolving organization
  • Learn and maintain expert knowledge of Cowbell Platform features and business workflows
  • Maintain knowledge and familiarity with existing support resources (help center, webinars, videos)
  • Build and maintain Level 0 (Self-help/ FAQs), Level 1, 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, including platform users, engineering, QA, and product teams, for support-related topics
Desired Qualifications
  • We use JIRA, Fire hydrant, Datadog, Postman, Halp, and Jira Service Management. Some knowledge and experience working with these tools are a
  • A plus is exposure to software development and previous experience in the insurance industry
Cowbell Cyber

51-200 employees

Cyber insurance provider
Company Overview
Cowbell's mission is to deliver next-generation cyber insurance built on cutting-edge AI and data science technology.
  • Medical and Dental Insurance
  • Paid Time Off
  • Mind & Body Wellness
  • On-Site Perks
  • Career Growth
  • Networking
Company Core Values
  • We're Innovative
  • We're Transparent
  • We're Overachievers