Senior 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're looking for a Senior Support Engineer to be part of the technical backbone of our support organization. You'll join a team of experienced support engineers, bringing together deep technical expertise and strong customer knowledge to resolve the most complex issues our enterprise customers face. This role is the primary escalation point for our frontline support team — the person they turn to when an issue demands deeper investigation, broader product context, or a more senior technical hand. You'll be expected to lead from the front: diving into complex data pipeline failures, owning resolution end-to-end, creating runbooks, and domain expertise to continuously raise the bar as you always keep your knowledge up to date. Beyond the technical work, you'll be a trusted face to our enterprise customers — attending customer meetings, communicating with clarity and confidence, and building the kind of credibility that makes customers feel in good hands even when things go wrong. This is a role for someone who takes real ownership — of the quality of every escalation that moves upstream, and of the knowledge systems that make the entire support organization smarter over time.