Job Description

Fetcherr pioneers AI-driven solutions at the intersection of deep learning, e-commerce, and digitization. At its core is the Large Market Model (LMM) — an adaptive AI engine that forecasts demand and market trends with precision, enabling real-time decision-making. Having established a strong foothold in the airline industry, Fetcherr is scaling its technology to transform how dynamic markets operate globally.

About the Role

We're looking for an experienced Support Team Leader to build and lead our frontline support function within the Production & Support department. This is a foundational leadership role for someone who thrives in fast-moving, data-intensive environments and wants to set the standard for what great support looks like.

You'll lead a team of support engineers across multiple locations, owning the first line of defense for our enterprise customers — from pipeline monitoring and alert triage to customer communication and structured escalation. You'll be as comfortable mentoring engineers as you are diving into a data flow to understand why something broke.

What You'll Do

• Lead and develop a team of Tier 1 support engineers, setting clear expectations, coaching for growth, and fostering a culture of ownership and urgency.
• Own first response SLA, customer update cadence, and 24/7 pipeline monitoring coverage — the three pillars of Tier 1 excellence.
• Drive structured, high-quality escalations to Tier 2, ensuring issues are well-documented, triaged, and routed per defined criteria — never just thrown over the wall.
• Serve as the primary communication bridge between enterprise customers and internal teams during active issues, keeping stakeholders informed and confident.
• Build for scale — design and maintain runbooks, escalation workflows, and SOPs that hold up as the team and customer base grow.
• Define and track key performance metrics (first response time, resolution rate, escalation rate, customer satisfaction) and use them to drive continuous improvement.
• Collaborate cross-functionally with Tier 2, R&D, Data Engineering, and Product to resolve complex issues and close feedback loops.
• Work closely with fellow support leaders (Tier 2 Lead, Escalation Leader) to ensure seamless end-to-end support coverage and consistent service quality.

Requirements

What You'll Bring

• B.Sc. or higher in Computer Science, Engineering, or a related field.
• 4+ years of hands-on technical support experience, including at least 2 years leading a support team in a B2B SaaS environment.
• Proven ability to lead through ambiguity — you set direction, prioritize ruthlessly, and keep the team moving even when the playbook doesn't exist yet.
• Technical proficiency in Python and SQL, with hands-on experience working with data pipelines (experience with Dagster or Airflow is a strong plus).
• Background supporting data-intensive products, with familiarity across Tier 1 and Tier 2 support functions.
• Hands-on experience optimizing and adjusting operational tools and processes using agentic AI and vibe coding — you’ve applied these approaches to accelerate workflows, automate repetitive tasks, and ship faster without compromising quality.
• Strong customer communication skills — you write clearly, escalate appropriately, and know how to manage expectations under pressure.
• A metrics-driven mindset — you know what good looks like and you build toward it.
• Fluent English (written and verbal).
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Bonus Points

• Experience in aviation, travel tech, or any high-frequency, dynamic pricing domain.
• Exposure to AI/ML product environments — you understand that "the model said so" is never a sufficient answer to a customer.