Senior Support Engineer

Fetcherr • Atlanta, GA

2d

About The Position

Fetcherr develops AI-driven solutions using deep learning, e-commerce, and digitization. Its Large Market Model (LMM) forecasts demand and market trends to support real-time decision-making. After establishing a presence in the airline industry, the company is expanding its technology to other dynamic markets.

The Senior Support Engineer is part of the technical backbone of the support organization, working with experienced support engineers to resolve complex issues for enterprise customers. The role is the primary technical escalation point for the frontline support team and involves investigating complex data pipeline failures, owning resolutions end to end, creating runbooks, and maintaining deep, current product and domain expertise.

The engineer also represents support in customer meetings, communicating clearly and confidently about technical issues, root causes, timelines, and remediation. The role includes ownership of escalation quality and of the knowledge systems that improve the support organization over time.

Requirements

• B.Sc. or higher in Computer Science, Engineering, or a related field.
• At least 5 years of hands-on technical support or engineering experience in a B2B SaaS environment.
• Strong technical depth, including proficiency in Python and SQL.
• Meaningful experience with data pipelines and orchestration tools.
• Proven experience owning and improving knowledge management systems.
• A track record of reducing escalation noise by building or enforcing criteria that keep R&D focused on issues only R&D can solve.
• Confidence in enterprise customer meetings and the ability to translate technical complexity into clear, trust-building communication.
• Hands-on experience building agents and optimizing operational processes using agentic AI and vibe coding, including designing and deploying AI-driven workflows that reduce manual overhead and accelerate resolution cycles.

Nice To Haves

• Strong preference for experience with Dagster or Airflow.
• Experience in aviation, travel tech, or high-frequency dynamic pricing environments.
• Familiarity with AI/ML product pipelines, including model outputs, feature data, and inference behavior beyond surface-level troubleshooting.

Responsibilities

• Resolve complex issues thoroughly and end to end within the SLA.
• Serve as the technical escalation point for the frontline support team, investigating high-complexity issues and driving them to resolution while minimizing unnecessary escalation to R&D.
• Own and maintain the team’s knowledge base and runbook ecosystem, ensuring documentation is accurate, current, and useful.
• Set and enforce R&D handoff quality standards so engineering escalations are well-investigated and clearly documented.
• Develop deep product-area expertise and distribute ownership across the team so each product surface has a go-to engineer.
• Represent the support function in customer meetings and communicate credibly about root causes, timelines, and remediation.
• Collaborate with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and share product insights.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior