Related keywords: salesforce remote jobdata engineer remote jobremote job with no experience
Federato is an innovative company on a mission to ensure accessible and equitable insurance for all. The organization focuses on enabling insurers to deliver affordable coverage, tackling modern challenges such as the climate crisis, cyber-attacks, and social inflation. With investments from industry giants including Salesforce, Veeva, and Zoom, Federato is recognized as a leader in the realm of insurance technology.
The position open is for Technical Support Engineer II at Federato. As a member of this role, you will interact closely with the Support Engineering team to provide timely and accurate technical assistance to customers as they navigate the use and scaling of the Federato platform. You will tackle escalated issues from Level 1 (L1) support, resolve moderately complex concerns, and enhance the internal knowledge system.
In this role, your daily tasks will include:
Resolving moderately complex technical issues that have been escalated from L1, which may involve data validation, workflow troubleshooting, and configuration analysis.
Employing SQL to retrieve data, validate customer reports, and support root cause investigations.
Properly documenting troubleshooting steps, findings, and explanations for customers within the ticketing system.
Providing structured and complete escalations to Level 3 (L3) support when further analysis or engineering intervention is required.
Contributing to the knowledge base by documenting solutions, identifying patterns, and drafting troubleshooting guides that can assist L1 engineers and other support staff.
Jumping in to assist with frontline support tickets when necessary, ensuring all customers receive prompt and accurate help.
The ideal candidate for this position should possess the following skills:
A solid foundation in SQL, including knowledge of SELECT statements, joins, filtering, and aggregations.
Strong troubleshooting abilities that enable the identification of issue patterns, log analysis, and product behavior evaluation.
Excellent communication skills, enabling clear and empathetic communication with both technical and non-technical customers.
The ability to independently manage issues, guiding them through to resolution or handing them off cleanly to the appropriate personnel.
An initiative to improve support documentation, propose clarifications, and mentor Level 1 support engineers.
The willingness to quickly learn the Federato platform, workflows, configurations, and tools to swiftly react to customer issues.
Familiarity with either Python or JavaScript for basic scripting and data checks (not a required advanced skill).
This position offers a competitive salary range of $100,000 to $120,000 annually. It's important to note that the final offer will depend on multiple factors, including the candidate's location, experience, and expertise. Additional benefits include stock options and various perks, enhancing the overall compensation package.
At Federato, the alignment of capabilities and cultural fit is emphasized. The organization values a dynamic environment where feedback is actively sought and solutions are approached with a first principles mindset. A crucial aspect of their company ethos is to create a fun and supportive working environment while making a meaningful difference in the industry.
As an equal-opportunity employer, Federato takes pride in fostering a diverse workplace. The company is committed to inclusivity, ensuring no discrimination based on race, religion, gender, or any other personal attribute. They actively provide reasonable accommodations for individuals with disabilities during the application and interview process, promoting equality and accessibility.
In summary, the Technical Support Engineer II position at Federato represents an excellent opportunity for skilled individuals in the technical support realm. With a robust salary, a commitment to employee well-being, and a focus on supporting vital insurance practices, this role is geared towards passionate individuals eager to contribute to a company's transformative mission. If you're ready to embark on a career path that prioritizes not only efficiency but also ethical practices in insurance, then Federato could be the right fit for you.
This job offer was originally published on himalayas.app
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
