Technical Support Engineer II

Federato is an AI-native platform transforming the insurance industry by integrating portfolio strategy directly into the underwriting workflow. We are looking for a Technical Support Engineer II to join our team and ensure our customers receive timely, accurate technical assistance as they scale on our platform.

Key responsibilities

• Resolve moderately complex technical issues escalated from L1, including data validation, workflow troubleshooting, and configuration analysis.
• Utilize SQL to pull data, validate customer reports, and conduct root cause investigations.
• Document troubleshooting steps and findings clearly within the ticketing system to maintain high-quality records.
• Contribute to the internal knowledge base by creating solutions, patterns, and troubleshooting guides for the broader support team.
• Provide structured escalations to L3 engineering when deeper technical involvement is required.

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 skills suitable for both technical and non-technical audiences.
• Ability to independently manage issues from initial escalation through resolution or clean handoff.
• Familiarity with Python or JavaScript for basic scripting and data checks.

What we offer

• Opportunity to work with a well-funded, innovative team building the future of insurance technology.
• A culture that values learning, first-principles problem solving, and professional growth.
• Comprehensive benefits package including stock options and additional perks.