Technical Support Engineer II

About this role

Federato is seeking a Technical Support Engineer II to handle escalated customer issues on its AI-native insurance platform. You'll troubleshoot complex technical problems, use SQL for data validation, and help build internal knowledge resources while supporting customer success.

What you'll do

• Resolve moderately complex escalated technical issues including data validation, workflow troubleshooting, and configuration analysis
• Write SQL queries to investigate issues, validate customer reports, and perform root cause analysis
• Document troubleshooting steps and solutions in the ticketing system with clear explanations
• Escalate complex cases to L3 engineering with structured, complete information
• Create and maintain internal knowledge base articles and troubleshooting guides for support team
• Assist with frontline support tickets during peak volume or as needed

What they're looking for

• SQL (SELECT statements, joins, filtering, aggregations)
• Technical troubleshooting and log analysis
• Customer communication (technical and non-technical audiences)
• Issue ownership and independent problem resolution
• Python or JavaScript for basic scripting
• Platform learning and rapid product knowledge development
• Documentation and knowledge sharing
• Mentoring and team support

Benefits

• Competitive salary ($100,000 - $130,000 annually)
• Stock options
• Health and additional benefits
• Remote work
• Opportunity to work with well-funded, growth-stage company