Technical Support Engineer II

Location: Remote

Department: Customer Success

The Support Team
Federato’s Support Engineering team ensures our customers receive timely, accurate technical help as they adopt and scale on the Federato platform. We work closely with Product, Forward Deployed Engineering, and Customer Success to troubleshoot issues, answer technical questions, and support customer growth. The Level 2 Support engineer contributes to this mission by taking escalations from L1 or from the ticket queue, resolving moderately complex issues, and strengthening our internal knowledge base.

What Youll Be Doing:

• 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 year
Final 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.