COVEO Platform Support Engineer

Job Title: COVEO Platform Support Engineer

Irvine, CA - Onsite

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.
Key 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.
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.
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.
Role Type
L3 Application Support / Platform Support Engineer Key Words for Resume Screening Coveo Cloud, Query Pipelines, Relevance Tuning, Machine Learning Models, Search UI, Coveo APIs, Search Analytics, Indexing, Crawling, Salesforce Integration, ServiceNow Integration, SharePoint Online, Azure, Incident Management, Production Support, Root Cause Analysis, ITIL, Coveo Administration, Enterprise Search, Knowledge Management

SKILLS_REQUIRED
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.



DESIRABLE_SKILLS
•      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.

KEYWORDS
Coveo Cloud, Query Pipelines, Relevance Tuning, Machine Learning Models, Search UI, Coveo APIs, Search Analytics, Indexing, Crawling, Salesforce Integration, ServiceNow Integration, SharePoint Online, Azure, Incident Management, Production Support, Root Cause Analysis, ITIL, Coveo Administration, Enterprise Search, Knowledge Management..