Senior Support Team Leader

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 a Senior Support Team Leader to own the technical backbone of our support organization. You'll lead 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, and ensuring your team has the knowledge, runbooks, and domain expertise to continuously raise the bar.

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 their team's growth, of the quality of every escalation that moves upstream, and of the knowledge systems that make the entire support organization smarter over time.

What You'll Do

• Lead and develop a team of advanced Tier 2 support engineers, setting technical standards, mentoring individuals, and building a team culture centered on deep ownership and intellectual rigor.
• Own resolution SLA end-to-end — ensuring complex issues are resolved thoroughly, not just closed.
• Be the technical escalation point from the frontline support team, picking up high-complexity issues and driving them to resolution with minimal unnecessary escalation to R&D.
• Own the team's knowledge base and runbook ecosystem — making sure documentation is alive, accurate, and genuinely useful, not a graveyard of stale procedures.
• Set and enforce R&D handoff quality standards — every escalation that reaches engineering should be well-investigated, clearly documented, and impossible to bounce back as "not enough info."
• Develop deep product area expertise across Fetcherr's domains, distributing ownership across your team so that every product surface has a go-to engineer.
• Represent the support function in customer meetings — you'll be the technical face of support for enterprise accounts, able to speak credibly about root causes, timelines, and remediation.
• Mentor and coach frontline support engineers in partnership with the Frontline Support Team Leader, elevating technical capability across the full support org.
• Collaborate closely with the Escalation Leader and R&D to close feedback loops, reduce recurring issues, and feed product insights back upstream.

• B.Sc. or higher in Computer Science, Engineering, or a related field.
• 5+ years of hands-on technical support or engineering experience, including at least 2 years leading a Tier 2 or equivalent technical team in a B2B SaaS environment.
• Strong technical depth — proficiency in Python and SQL is a must, with meaningful experience working with data pipelines and orchestration tools (Dagster or Airflow strongly preferred).
• Proven experience owning and improving knowledge management systems — you know that a great runbook is a force multiplier.
• Track record of reducing escalation noise — you've built or enforced criteria that kept R&D focused on what only R&D can solve.
• Customer-facing confidence — you're comfortable in enterprise meetings, translating technical complexity into clear, trust-building communication.
• Equally comfortable leading people and rolling up your sleeves technically — this role demands both, and you don't see them as in tension.
• Hands-on experience building agents and optimizing operational processes using agentic AI and vibe coding — you’ve designed and deployed AI-driven workflows that meaningfully reduced manual overhead and accelerated resolution cycles.
• Strong written and verbal communication in English.

Bonus Points

• Experience in aviation, travel tech, or high-frequency dynamic pricing environments.
• Familiarity with AI/ML product pipelines — understanding model outputs, feature data, and inference behavior at a level beyond surface troubleshooting.