Technical Support Engineer III
Federato
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $150,000 per year
Job Level
Mid-LevelSenior
Tech Stack
JavaScriptPythonSQL
About the role
- Own end-to-end resolution of complex technical issues, including deep troubleshooting, SQL trace analysis, data investigation, and cross-team coordination.
- Serve as the conduit between Support, Product, and Engineering, providing technical clarity, reproductions, and customer context for escalated issues.
- Manage customer escalations through resolution with clear communication and accountability.
- Mentor and develop L1 and L2 engineers by sharing knowledge, reviewing escalations, and improving team troubleshooting frameworks.
- Lead the creation of troubleshooting guides, workflows, and internal processes to strengthen support maturity and scalability.
- Support the broader team during high-volume periods by assisting with targeted ticket handling or customer escalations to ensure continuity of service.
Requirements
- Advanced SQL capabilities, including complex joins, data evaluation, and trace-level analysis.
- Expertise in root cause analysis across application, data, integration, and workflow layers.
- Strong written and verbal communication, especially when translating technical concepts to non-technical audiences.
- Proven experience collaborating with Engineering teams and navigating defect investigation workflows.
- Ability to independently build processes, create structure in undefined areas, and drive cross-functional initiatives.
- Ability to rapidly learn the Federato platform, including workflows, configurations, and troubleshooting tools, and apply that knowledge to customer issues.
- Ability to develop deep technical expertise across the Federato platform and use that knowledge to diagnose and resolve complex issues.
- Very strong proficiency in Python and JavaScript for troubleshooting, scripting, log analysis, and reproducing complex issues.
Benefits
- Total compensation package does include stock options, benefits and additional perks.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLroot cause analysisPythonJavaScripttroubleshootingdata evaluationtrace-level analysiscomplex joinsdefect investigationworkflow analysis
Soft skills
communicationmentoringcollaborationproblem-solvingaccountabilityprocess developmentteam leadershipcustomer serviceknowledge sharingcross-functional initiative