Technical Support Engineer II

Federato

7h•$100,000 - $120,000

About The Position

Federato is on a mission to defend the right to efficient, equitable insurance for all. We enable insurers to provide affordable coverage to people and organizations facing the issues of today - the climate crisis, cyber-attacks, social inflation, etc. Our vision is understood and well funded by those behind Salesforce, Veeva, Zoom, Box, etc. Federato is the only AI-native platform that spans the full policy lifecycle and changes the way insurance work gets done. Better decisioning is built-in, not bolted on: insurers' unique portfolio goals, strategies, rules, and appetite are part of the workflow so underwriters win the right deals, faster. From the moment a submission hits an underwriter’s inbox, AI is put to work, triaging submissions with a focus on high-appetite business, delivering real-time feedback on the portfolio, and consolidating workflows into a single proven system. Federato drives better business outcomes. The Support Team Federato’s Support Engineering team ensures our customers receive timely, accurate technical help as they adopt and scale on the Federato platform. We work closely with Product, Forward Deployed Engineering, and Customer Success to troubleshoot issues, answer technical questions, and support customer growth. The Level 2 Support engineer contributes to this mission by taking escalations from L1 or from the ticket queue, resolving moderately complex issues, and strengthening our internal knowledge base.

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 customer communication across 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 L1 engineers.
Ability to rapidly learn the Federato platform, including workflows, configurations, and troubleshooting tools, and apply that knowledge to customer issues.
Familiarity with Python or JavaScript for basic scripting, data checks, and assisting in reproducing issues. Not required to be advanced, but must be comfortable learning and applying scripting concepts as needed.

Responsibilities

Resolve moderately complex technical issues escalated from L1, including data validation, workflow troubleshooting, and configuration analysis.
Use SQL to pull data, validate customer reports, and support root cause investigation.
Document troubleshooting steps, findings, and customer-facing explanations clearly within the ticketing system.
Provide structured, complete escalations to L3 when deeper analysis or engineering involvement is required.
Contribute to internal knowledge growth by documenting solutions, patterns, and troubleshooting guides for L1 and broader Support.
Jump in to assist with frontline support tickets when needed, ensuring customers receive timely, accurate help regardless of case complexity or volume.