Federato is on a mission to defend the right to efficient, equitable insurance for all. We enable insurers to provide affordable coverage to people and organizations facing the issues of today - the climate crisis, cyber-attacks, social inflation, etc. Our vision is understood and well funded by those behind Salesforce, Veeva, Zoom, Box, etc.
Federato is the only AI-native platform that spans the full policy lifecycle and changes the way insurance work gets done. Better decisioning is built-in, not bolted on: insurers' unique portfolio goals, strategies, rules, and appetite are part of the workflow so underwriters win the right deals, faster. From the moment a submission hits an underwriter’s inbox, AI is put to work, triaging submissions with a focus on high-appetite business, delivering real-time feedback on the portfolio, and consolidating workflows into a single proven system. Federato drives better business outcomes.
The Support Team
The Support Engineering team at Federato is responsible for delivering an exceptional post-sales experience through expert troubleshooting, clear communication, and high-quality issue resolution. We partner closely with Product, Forward Deployed Engineering, and Go-To-Market teams to ensure customers get fast, accurate answers and that insights from the field inform ongoing product improvements. The Level 3 Support engineer serves as the senior technical escalation point and plays a key role in bridging Support and Engineering.
What You'll Be Doing:
- 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.
Who We Hope You Are:
- 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.
$125,000 - $150,000 a year
Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above. Total compensation package does include stock options, benefits and additional perks.
Here at Federato, your capabilities are important, but culture fit is quintessential. We move fast, are eager to listen to our users, take a first principles approach to solving problems, and value learning and the ability to change our minds. Most importantly, we're here to have fun. Our ability to make a difference starts with our people. We would love to work with you!
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected]
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