Technical Support Engineer I
Federato
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $90,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Serve as the first point of contact for customer support requests and perform initial troubleshooting using documented steps, product knowledge, and guided analysis.
- Resolve common customer issues independently, including questions about product behavior, navigation, configuration, permissions, and basic workflow errors.
- Perform initial data checks, basic SQL lookups (once trained), and simple log interpretation to gather meaningful details before escalating.
- Reproduce customer-reported issues when possible and document findings clearly in the ticket.
- Prepare complete, structured escalations to L2 by gathering all necessary information, reproduction steps, screenshots, and contextual details.
- Create and update internal and customer-facing knowledge articles, contributing to a maintainable and scalable support knowledge base.
- Assist with queue management to maintain response times and ensure customers feel supported and informed.
Requirements
- Strong verbal and written communication skills, especially in customer-facing interactions.
- Ability to follow and execute structured troubleshooting steps.
- Analytical mindset with curiosity to investigate problems, not just route them.
- Basic technical aptitude and willingness to learn SQL, logs, and application workflows over time.
- Detail-oriented with strong documentation habits.
- Ability to manage multiple customer inquiries in a fast-paced environment.
- Ability to learn the Federato platform quickly and build a strong working knowledge during onboarding, including navigation, workflows, and basic troubleshooting.
Benefits
- Total compensation package includes 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
SQLtroubleshootingdata checkslog interpretationdocumentationknowledge articlescustomer supportworkflow analysis
Soft skills
verbal communicationwritten communicationanalytical mindsetdetail-orientedmulti-taskingcuriositycustomer interactionproblem investigation