COVEO Platform Support Engineer Irvine - CA - California

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 CICD 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 CICD 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.

EXPERIENCE_RANGE_IN_REQUIRED_SKILLS

7+

Role Descriptions: 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.

Essential Skills: 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.

Desirable Skills:

Keyword:

Skills: Digital : Cloud Service Management Experience Required: 10 & Above