Technical Support Engineer II

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $100k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Federato

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

💰 $15M Series A on 2022-09

Artificial Intelligence • Insurance

Federato is an innovative company that provides an AI-driven platform designed to transform underwriting processes for insurance companies. Their platform, known as RiskOps, helps insurers achieve profitable underwriting growth by automating submission triage, offering real-time decision support, and consolidating multiple systems into a single, efficient workflow. Federato's solutions are tailored for carriers, MGAs (Managing General Agents), and mutual insurance companies, offering them improved visibility, efficiency, and the ability to prioritize high-value accounts. With features like seamless rating interfaces and efficient submission portals, Federato aids insurers in streamlining their operations and enhancing their underwriting capabilities using advanced technology.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

• Stock options • Health insurance • Additional perks