Federato - Technical Support Engineer II

• 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. • Who We Hope You Are: • 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. • $100,000 - $130,000 a yearFinal offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above. Total compensation package does include stock options, benefits and additional perks. • Here at Federato, your capabilities are important, but culture fit is essential. We move fast, are eager to listen to our users, take a first principles approach to solving problems, and value learning and the ability to change our minds. Most importantly, we're here to have fun. Our ability to make a difference starts with our people. We would love to work with you! • We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected]