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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 ensures customers receive timely, high-quality responses to their questions as they adopt and grow on the platform. We partner closely with Product, Forward Deployed Engineering, and Customer Success to investigate issues, answer questions, and guide users through the platform. The Level 1 Support Analyst plays a critical frontline role by triaging incoming requests, performing initial troubleshooting, resolving common issues, and escalating effectively.
What You'll Be Doing:
- 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.
Who We Hope You Are:
- 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.
$70,000 - $90,000 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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