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Fetcherr is an AI company building responsible, market-focused intelligence for volatile industries. The company's proprietary Market Model delivers 96% forecast accuracy and real-time decision intelligence, deployed across global aviation with clients including Delta, Virgin Atlantic, WestJet, and Azul.
As a Support Engineer, you will be the frontline technical support for Fetcherr's platform, combining customer-facing support with data pipeline operations. Your core responsibilities include monitoring and maintaining data pipelines that power data science workflows, identifying and resolving production issues proactively, and ensuring service delivery meets agreed SLAs.
You will troubleshoot technical issues reported by end-users, offer effective solutions to maintain optimal platform experience, and maintain accurate records of production activities including schedules, bugs, and project status. You'll coordinate across departments—Data, Data Engineering, Product, R&D, and Product Management—to resolve customer issues and ensure timely task completion. Communication is critical: you'll escalate production delays and issues to relevant stakeholders and customers promptly.
The role requires a strong data background, ideally with data engineering experience. You'll work a 5-day week schedule spread across the entire week, including Saturday and Sunday, with weekday off-days when shifts fall on weekends. Shifts occur during day, evening, and night hours, reflecting the 24/7 nature of production support.
This is an essential position bridging customer success and operational excellence, ideal for someone who enjoys both technical problem-solving and cross-functional collaboration in a fast-paced, data-driven environment.
