Technical Support Engineer

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
• Assist with frontline support tickets when needed to ensure customers receive timely, accurate help

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
• Familiarity with Python or JavaScript for basic scripting, data checks, and assisting in reproducing issues

About the Company

Federato is an AI-native platform spanning the full insurance policy lifecycle, enabling insurers to provide efficient, equitable coverage for challenges including the climate crisis, cyber-attacks, and social inflation.