Platform Support Engineer REMOTE

Indico Data

Indico Data

Customer Service
Boston, MA, USA
Posted on Tuesday, January 31, 2023
About Indico Data
Historically companies have had to choose between speed or accuracy in their intake decisions. That’s a problem because the inability to quickly intake documents in any format and accurately make decisions, inhibits your growth and frustrates your customers.
Choose speed over accuracy and you risk making poor, inaccurate decisions which can increase your loss ratio and lead to noncompliance. Choose accuracy overspeed and you risk losing out to more nimble competitors, frustrating your customers and missing out on new business entirely – this is the intake dilemma.
With Indico Data, you no longer have to choose. Indico Data resolves these major intake issues for document-intensive industries by automating intake workflows for even the most unstructured document types, freeing experts from tedious, manual tasks, allowing them to deliver more business value.
With Indico Data, businesses can now:
- Automate the intake and processing of all documents
- Reduce the cycle time and cost of their intake process
- Increase customer satisfaction and profitability through better intake decisions
Indico is the intelligent intake solution automating critical middle office workflows across insurance, banking, real estate and healthcare driving better decisions with better data.
Remote candidates welcomed must be authorized to work in the US>
About the Position
This particular position requires an equal amount of skills in DevOps and Product Support. You'll primarily be responsible for processing inbound Support tickets from our platform users. These tickets can be for issues in the Indico product and or product environment infrastructure that host it.
An Indico Platform Support Engineer will be expected to be well versed in AWS and Azure environments as well as supporting technologies like Terraform, Helm and Kubernetes. Indico will also train the Platform Support Engineer on the design and implementation of the Indico Platform so they can respond to product issues in addition to cloud or hardware problems.
As a part of the broader Indico Engineering Group, Platform Support Engineers are expected to follow best practices for ticket management (Indico uses Jira), development, testing and release processes, and platform monitoring. You will be part of the core 1st line support team, and so will be expected to interact with our customers to help with installations, upgrades, support tickets and participate in our “Out of Hours Support Oncall” rotation at least for 1 week per calendar month.
Our Platform and installation tools are developed in a mix of Bash and Python. Our platform uses services such as Kubernetes, Docker, Rabbitmq, Postgresql, and various cloud specific services. You’ll get to dive deep into all of them.
About You
You are friendly, enthusiastic and thrive on working in a startup environment with an extremely talented crew of like-minded people . You are detail oriented and can be counted on to deliver high quality results on time and without drama. When things break (and we all know they will at some inconvenient time) you’ll dig in with the rest of us to get a fix in place quickly.


  • Provide 1st line support for all Platform Support requests including but not limited to; Product Issue Support, Infrastructure Support, be on call for Critical (“911”) Support at least 1 week per calendar month
  • Maintain best practices for ticket management in Jira
  • Perform product installations and upgrade for Customers.


  • 4+ years working in DevOps or Support roles with Linux based cloud systems (preferred AWS and Azure, but GCP also of interest).
  • Experience deploying large scale, containerized, cloud-native applications on a major cloud platform.
  • Experience with Python, Linux, Docker, Git, Github, Kubernetes
  • Experience with at least one major cloud platform (AWS, Azure or GCP)
  • Experience with CI/CD pipelines and tools, preferably Jenkins
  • Experience with working with Customers to response to technical issues


  • An interest in machine learning
  • Experience with RabbitMQ, Redis, Nginx, Grafana, Prometheus
Indico is an Equal Opportunity Employer. We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.
Approval Requirement
The use of external recruiters/staffing agencies requires prior approval from our People Operations Team. The People Operations Team at Indico requests that external recruiters/staffing agencies not to contact Indico employees directly in an attempt to present candidates. Complying with this request will be a factor in determining future professional relationships with Indico.
Unsolicited Resumes
Indico will not accept unsolicited resumes from any source other than candidates themselves for either current or future positions. Submission of unsolicited resumes in advance of an agreement between the People Operations Team and the external recruiter/staffing agency does not create any implied obligation on the part of Indico.