AL
COVEO Platform Support Engineer
Artech LLC
- 🇺🇸 United States
- On-site
- Mid level
- 11 hours ago
- $48 – $50 / hour
- AI
- Machine Learning
- Salesforce
- ServiceNow
- SAP
- Incident Management
- SharePoint Online
- Azure
- JavaScript
- HTML
- CSS
- SQL
- Devops
- AWS
- CI/CD
- Splunk
- Dynatrace
- Azure Monitor
- ITIL
- Jira
- Elastic
11 hours ago
Location: Onsite – Irvine, CA
Duration: 6 months
Salary Range: $48.00 - $50.00/Hour on W2 (Without Benefits).
Applicants must be willing to work on W2
Role Description:
- We are seeking an experienced Coveo Platform Support Engineer with 7+ years of IT experience and strong expertise in supporting, administering, and optimizing the Coveo AI-Powered Search and Relevance Platform.
- The ideal candidate will be responsible for maintaining Coveo environments, troubleshooting search-related issues, managing integrations, supporting business users, and ensuring high availability and performance of enterprise search solutions.
- 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.
Technical Skills
- Must have 7+ years of Experience in Cloud Service Management.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
COVEO Platform Support Engineer · Artech LLC