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Technical Support Engineer II
Skills
Analytical SkillsControl SoftwareData ValidationDocumentationIT EscalationRoot CauseScripting
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Solid working knowledge of SQL including SELECT statements joins filtering and aggregations
- Strong troubleshooting skills with 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
- Familiarity with Python or JavaScript for basic scripting data checks and reproducing issues
Nice to have
- Analytical
- Empathetic
- Independent
- Initiative
- Adaptable
- Collaborative
Day to day
- Resolve moderately complex technical issues escalated from L1 and the ticket queue with speed and accuracy
- Use SQL to validate customer reports, investigate root causes, and analyze data-driven issues
- Document troubleshooting steps, findings, and customer explanations clearly, while creating structured escalations when deeper engineering support is needed