[Remote] Technical Support Engineer

Note: The job is a remote job and is open to candidates in USA. Federato is on a mission to defend the right to efficient, equitable insurance for all. The Technical Support Engineer role involves serving as the first point of contact for customer support, troubleshooting issues, and ensuring customers receive timely and effective assistance.

Responsibilities

• Serve as the first point of contact for customer support requests and perform initial troubleshooting using documented steps, product knowledge, and guided analysis
• Resolve common customer issues independently, including questions about product behavior, navigation, configuration, permissions, and basic workflow errors
• Perform initial data checks, basic SQL lookups (once trained), and simple log interpretation to gather meaningful details before escalating
• Reproduce customer-reported issues when possible and document findings clearly in the ticket
• Prepare complete, structured escalations to L2 by gathering all necessary information, reproduction steps, screenshots, and contextual details
• Create and update internal and customer-facing knowledge articles, contributing to a maintainable and scalable support knowledge base
• Assist with queue management to maintain response times and ensure customers feel supported and informed

Skills

• Strong verbal and written communication skills, especially in customer-facing interactions
• Ability to follow and execute structured troubleshooting steps
• Analytical mindset with curiosity to investigate problems, not just route them
• Basic technical aptitude and willingness to learn SQL, logs, and application workflows over time
• Detail-oriented with strong documentation habits
• Ability to manage multiple customer inquiries in a fast-paced environment
• Ability to learn the Federato platform quickly and build a strong working knowledge during onboarding, including navigation, workflows, and basic troubleshooting

Benefits

• Stock options
• Benefits
• Additional perks

Company Overview

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