Level 2 Platform Support Engineer - Remote Opportunity

About the Role

We're hiring a Level 2 Platform Support Engineer to join our dynamic team at Cowbell. This remote position is perfect for those looking to kickstart their career in technical support while contributing to a groundbreaking company in the cyber insurance industry. As a Level 2 Platform Support Engineer, you will play a crucial role in ensuring our platform remains stable and reliable, helping users navigate their day-to-day operations effectively.

What You’ll Do

• Triage and troubleshoot user-reported issues to identify root causes and determine the most effective path to resolution.
• Maintain clear, timely communication with stakeholders throughout the issue lifecycle.
• Own support tickets end-to-end, from intake through closure, using Jira Service Management and related tools.
• Drive timely resolution in alignment with established SLAs.
• Document findings, troubleshooting steps, and outcomes to support future issue resolution.
• Exercise judgment in determining when issues require escalation and prepare high-quality escalation context.
• Participate in incident response activities by supporting investigation, coordination, and stakeholder communication.
• Collaborate closely with engineering, QA, product, and support teams to resolve issues and improve platform reliability.

Requirements

• Bachelor’s degree in a relevant field, or equivalent practical experience.
• Prior experience in a technical support, platform support, or software-adjacent role.
• Experience troubleshooting and debugging software applications or platforms.
• Familiarity with incident management and escalation workflows.
• Ability to manage multiple issues in a fast-paced, evolving environment.
• Proactive, empathetic, and customer-focused mindset.

Nice to Have

• Exposure to support and observability tools such as Jira, FireHydrant, Datadog, Sentry, Logrocket, Postman, or similar tools.
• Comfortable using developer assistance tools to support troubleshooting and investigation.

What We Offer

• Flexible PTO policy and 13 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.
• 401(k) program with employer matching.
• Stock options in a rapidly scaling startup.
• 16 weeks paid Parental Leave for all new parents.

This Level 2 Platform Support Engineer role offers a unique opportunity to grow within a company that values innovation and collaboration. Join us as we redefine the cyber insurance landscape and empower businesses to manage their cyber risks effectively.