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.

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.

Technical Support Engineer II

Key skills