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:
o Coveo Administration Console
o Query Pipelines
o Machine Learning Models
o Relevance Tuning
o Sources and Content Indexing
o Search UI Components
o Usage Analytics
• Experience with Coveo APIs, REST Services, and integration frameworks.
• Knowledge of search concepts including:
o Crawling
o Indexing
o Facets
o Ranking
o Relevance Optimization
o Natural Language Search
• Experience supporting integrations with:
o Salesforce
o ServiceNow
o SharePoint Online
o Microsoft 365
o 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
