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Fetcherr is an AI company that builds responsible, market-focused AI solutions delivering demand predictions and real-time decision intelligence for commercial teams. The company's proprietary Market Model achieves 96% forecast accuracy and is deployed across global aviation and other volatile markets, with enterprise customers including Delta, Virgin Atlantic, WestJet, and others.
As Senior Support Engineer, you will be the technical escalation point for Fetcherr's support organization, handling the most complex issues from enterprise customers. This is a hands-on role requiring deep technical expertise, strong customer communication, and ownership of support quality across the organization.
Key responsibilities include:
- Serve as primary escalation point for the frontline support team, investigating and resolving complex technical issues end-to-end within SLA
- Own and maintain the team's knowledge base and runbook ecosystem, ensuring documentation is accurate, current, and actionable
- Develop deep product expertise across Fetcherr's domains and help distribute that knowledge across the support team
- Set standards for R&D handoffs, ensuring every escalation to engineering is thoroughly investigated and clearly documented
- Represent the support function in customer meetings, serving as the technical face of support for enterprise accounts
- Collaborate with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and feed product insights back to the company
- Drive continuous improvement in support quality, documentation, and team capabilities
You'll work with a team of experienced support engineers, combining technical depth with strong customer knowledge. This role demands someone who takes real ownership of escalation quality and the knowledge systems that make the entire support organization more effective.
