Senior Support Engineer

Fetcherr • Atlanta, GA

1d

About The Position

Fetcherr is seeking a Senior Support Engineer to serve as a technical backbone for its support organization and the primary escalation point for frontline support. The role focuses on investigating and resolving complex enterprise customer issues, including data pipeline failures, while owning resolution end-to-end and meeting SLAs. The engineer will minimize unnecessary escalations to R&D and ensure that any handoffs to engineering are thoroughly investigated and documented.

The role also owns the support team's knowledge base and runbooks, develops deep expertise across product areas, and distributes product-area ownership across the team. The Senior Support Engineer represents support in enterprise customer meetings, clearly communicating root causes, timelines, and remediation. They collaborate with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and share product insights. The role includes building agents and optimizing operational processes using agentic AI and vibe coding.

Requirements

• Bachelor of Science 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.
• 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.
• Experience designing and deploying AI-driven workflows that reduce manual overhead and accelerate resolution cycles.

Nice To Haves

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

Responsibilities

• Own complex issues end-to-end and resolve them thoroughly within the SLA.
• Act as the technical escalation point for frontline support, investigating high-complexity issues and minimizing unnecessary escalation to R&D.
• Own and maintain the team's knowledge base and runbook ecosystem, keeping documentation accurate and useful.
• Set and enforce standards for R&D handoffs so escalations are well-investigated and clearly documented.
• Develop deep expertise across Fetcherr product domains and distribute product-area ownership across the team.
• Represent support in enterprise customer meetings and communicate root causes, timelines, and remediation clearly.
• Collaborate with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and relay product insights.
• Build agents and optimize operational processes using agentic AI and vibe coding.

What This Job Offers

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