Customer Support Engineer

Fetcherr builds responsible AI that transforms market complexity into measurable profit growth.

At the core of the company is the Market Model - a proprietary AI-powered model delivering accurate, granular demand predictions with 96% forecast accuracy and real-time decision intelligence for commercial teams. Built on a glass-box architecture, it uses market data - not personal data - with full transparency into logic and outcomes. First deployed in global aviation, the technology is industry-agnostic and scales across volatile markets.

Fetcherr delivers a consistent average profit uplift of 7%, with corporate partners including Delta, Virgin Atlantic, WestJet, Viva, and Azul.

We are looking for Customer Support Engineer with a strong data background, who can provide ongoing support to our client while monitoring our production pipeline ensuring we deliver within the agreed SLA . You will be an essential part of the frontline support team responsible for providing prompt and efficient support and service to end-users experiencing technical issues with software. The primary responsibility is to ensure the timely resolution of data-related problems and to facilitate effective communication between end-users and higher-level support teams. The ideal candidate has relevant experience in data engineering. This role involves coordinating with various teams, managing schedules, and ensuring that production processes run smoothly and efficiently.

Work schedule:

The employee will be required to work 5 days a week, spread across the entire week, including Saturday and Sunday, with off-days during weekdays if shifts fall on weekends. The job is shift-based, with shifts occurring both during the day/evening/night and on weekends.

What You'll Do:

• You will be responsible for maintaining and monitoring data pipelines that power our data science workflows while developing and maintaining production schedules.
• Identify potential production issues and work proactively to resolve them.
• Communicate any production delays or issues to relevant stakeholders and customers.
• Maintain accurate records of production activities, including schedules, bugs and project status.
• Coordinate with various departments (e.g., Data, DE, PO) to ensure timely completion of tasks.
• Serve as the frontline support and provide prompt and efficient support to end-users experiencing technical issues with the Fetcherr platform.
• Troubleshoot problems and offer effective solutions to maintain optimal user experiences.
• Collaborate with other teams, including R&D and product management, to resolve customer issues.

Requirements

• A bachelor's degree in computer science/information.
• 1-2 years of experience in providing technical support.
• Experience in Python & SQL.
• Experience working with pipelines orchestrators, preferably Dagster or Airflow.
• Background in Data support - Tier 1/2Proficiency in troubleshooting and problem-solving, with a strong attention to detail.
• Excellent service, communication, and interpersonal skills.
• English – B2/C1 level
• Ability to work independently and collaborate effectively in a team environment.
• Ability to work flexible hours, including evenings and weekends if required.

Bonus Points:

• Experience in aviation, travel tech, or high-frequency dynamic pricing environments.
• Experience with Support Ticket Systems (HubSpot, Zendesk).

What we offer:

• Work in a technology start-up environment.
• Work with AI systems.
• Employment contract.
• Training and integration budget.
• Shift-based work schedule covering 5 days a week including night shifts and weekends (the schedule is arranged with the whole team at least one week in advance).