Technical Support Engineer II
Core
Resolve moderately complex technical issues for insurance customers using the Federato AI-native platform, focusing on data validation, workflow troubleshooting, and configuration analysis.
Role type
Level 2 Technical Support Engineer
Builds
Customer support resolution and internal knowledge base for the Federato insurance platform
Domain
Insurance technology / AI-native policy lifecycle management
Deliverable
client delivery
Required skills
SQL (SELECT, joins, filtering, aggregations), troubleshooting, log analysis, technical documentation, customer communication
Preferred skills
Python or JavaScript for basic scripting and data checks
Technologies
Federato platform, SQL, Python, JavaScript
Responsibilities
Resolve escalated technical issues involving data validation and workflow troubleshooting; Use SQL to pull data and validate customer reports; Document troubleshooting steps and findings in the ticketing system; Provide structured escalations to L3 for deeper analysis; Contribute to internal knowledge growth by documenting solutions and guides; Assist with frontline support tickets as needed