We offer an AI technology based on algo-trading methodologies that empowers our airline partners to redefine the way they price flights to maximize profit and optimize workflow. Backed by Battery.
About the role
We're looking for a Senior Support Engineer to be part of the technical backbone of our support organization. You'll join a team of experienced support engineers, bringing together deep technical expertise and strong customer knowledge to resolve the most complex issues our enterprise customers face. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Know how to take resolution within the SLA end-to-end ensuring complex issues are resolved thoroughly, not just closed
- Be the technical escalation point from the frontline support team, picking up high-complexity issues and driving them to resolution with minimal unnecessary escalation to R&D
- Own the team's knowledge base and runbook ecosystem making sure documentation is alive, accurate, and genuinely useful, not a graveyard of stale procedures
- Set and enforce R&D handoff quality standards, every escalation that reaches engineering should be well-investigated, clearly documented, and impossible to bounce back as "not enough info."
- Develop deep product area expertise across Fetcherr's domains, distributing ownership across your team so that every product surface has a go-to engineer
- Represent the support function in customer meetings. You'll be the technical face of support for enterprise accounts, able to speak credibly about root causes, timelines, and remediation
More about this role
Fetcherr pioneers AI-driven solutions at the intersection of deep learning, e-commerce, and digitization. At its core is the Large Market Model (LMM), an adaptive AI engine that forecasts demand and market trends with precision, enabling real-time decision-making. Having established a strong foothold in the airline industry, Fetcherr is scaling its technology to transform how dynamic markets operate globally.
We're looking for a Senior Support Engineer to be part of the technical backbone of our support organization. You'll join a team of experienced support engineers, bringing together deep technical expertise and strong customer knowledge to resolve the most complex issues our enterprise customers face.
This role is the primary escalation point for our frontline support team. The person they turn to when an issue demands deeper investigation, broader product context, or a more senior technical hand. You'll be expected to lead from the front: diving into complex data pipeline failures, owning resolution end-to-end, creating runbooks, and domain expertise to continuously raise the bar as you always keep your knowledge up to date.
Beyond the technical work, you'll be a trusted face...
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