COVEO Platform Support Engineer

COVEO Platform Support Engineer

Required Skills & Qualifications Technical Skills

• 7+ years of experience in application support, search technologies, or enterprise platform support.
• 3+ years of hands-on experience with Coveo Cloud Platform.
• Strong understanding of:
• Coveo Administration Console
• Query Pipelines
• Machine Learning Models
• Relevance Tuning
• Sources and Content Indexing
• Search UI Components
• Usage Analytics
• Experience with Coveo APIs, REST Services, and integration frameworks.
• Knowledge of search concepts including:
• Crawling
• Indexing
• Facets
• Ranking
• Relevance Optimization
• Natural Language Search
• Experience supporting integrations with:
• Salesforce
• ServiceNow
• SharePoint Online
• Microsoft 365
• Azure-based applications
• Familiarity with JavaScript, HTML, CSS, and API troubleshooting.
• Working knowledge of SQL and log analysis.

Cloud & DevOps

• Experience with Azure or AWS environments.
• Exposure to CI/CD pipelines and DevOps processes.
• Knowledge of monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, or Azure Monitor.

IT Service Management

• Strong experience with ITIL processes and service management.
• Experience managing incidents, changes, problems, and release activities.
• Familiarity with ticketing tools such as ServiceNow, Jira, or Remedy.

Preferred Qualifications

• Coveo Certified Administrator or related Coveo certifications.
• Experience in AI-powered search, recommendation engines, or enterprise knowledge management platforms.
• Exposure to GenAI-enabled search and conversational experiences.
• Experience supporting large-scale enterprise search implementations.

Soft Skills

• Excellent analytical and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to work effectively with global stakeholders and cross-functional teams.
• Strong customer service mindset and ownership attitude.
• Ability to manage multiple priorities in a fast-paced support environment.

Roles & Responsibilities

• Provide L3 production support for Coveo Search and Relevance Cloud platforms.
• Monitor platform performance, search indexing processes, and data synchronization activities.
• Analyze and resolve incidents, service requests, and platform issues within defined SLAs.
• Administer Coveo sources, pipelines, machine learning models, relevance tuning, and query pipelines.
• Troubleshoot search quality, indexing failures, security permission issues, and content ingestion problems.
• Support integrations between Coveo and enterprise applications such as Salesforce, ServiceNow, SharePoint, Microsoft 365, SAP, and custom applications.
• Configure and maintain Coveo Connectors, Extensions, APIs, and Search Interfaces.
• Perform root cause analysis (RCA) and implement preventive measures for recurring issues.
• Collaborate with business stakeholders, developers, architects, and infrastructure teams to resolve complex technical issues.
• Support platform upgrades, releases, patches, and new feature deployments.
• Create and maintain operational runbooks, support documentation, and knowledge articles.
• Participate in on-call support and incident management activities as required.
• Provide recommendations to improve search relevance, user experience, and platform stability.

Nice to Have

• Experience with Salesforce Experience Cloud and Coveo integration.
• Knowledge of Microsoft Azure Cognitive Search or Elastic Search.
• Exposure to BFSI, Healthcare, Retail, or Enterprise Digital Experience domains.
• Understanding of security, governance, and compliance requirements for enterprise search platforms.

Salary Range- $90,000-$120,000 a year