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Technical Support Engineer II

5 hours, 35 minutes ago
Anywhere
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
JavaScript Python SQL
Apply Now
Federato

Federato

Federato is an underwriting platform for insurance carriers that provides real-time insights to encourage empowerment, good risk-taking, and strong decision-making at all levels of underwriting. Their RiskOps platform brings speed and precision to unde...

Insurance
11-50
Founded 2020
$40M raised
View All Jobs 7

Description

  • Resolve moderately complex technical issues escalated from Level 1 support, including data validation, workflow troubleshooting, and configuration analysis.
  • Use SQL to pull data, validate customer reports, and support root cause investigations.
  • Document troubleshooting steps, findings, and customer-facing explanations in the ticketing system.
  • Provide structured escalations to Level 3 when deeper analysis or engineering involvement is required.
  • Contribute to internal knowledge base content by documenting solutions, patterns, and troubleshooting guides.
  • Assist with frontline support tickets when needed to ensure timely customer support.
  • Collaborate with Product, Forward Deployed Engineering, and Customer Success to troubleshoot issues and support customer growth.

Requirements

  • Solid working knowledge of SQL, including SELECT statements, joins, filtering, and aggregations.
  • Strong troubleshooting skills with the ability to identify issue patterns, analyze logs, and evaluate product behavior.
  • Clear and empathetic communication with both technical and non-technical audiences.
  • Ability to independently own and manage issues from escalation through resolution or clean handoff.
  • Demonstrated initiative in improving support documentation, proposing clarifications, and mentoring Level 1 engineers.
  • Ability to rapidly learn the Federato platform, including workflows, configurations, and troubleshooting tools.
  • Familiarity with Python or JavaScript for basic scripting, data checks, and reproducing issues; advanced proficiency is not required.
  • Experience supporting customer issues in a technical support or support engineering environment is implied by the role.
  • Bachelor’s degree or equivalent experience is not specified.

Benefits

  • $100,000 - $130,000 annual salary.
  • Total compensation includes stock options.
  • Benefits are included as part of the compensation package.
  • Additional perks are included as part of the compensation package.
  • Reasonable accommodations are available for individuals with disabilities during the application or interview process.

Interested in this position?

Apply directly on the company website

Apply Now

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