Customer Support Engineer

Fetcherr experts in deep learning, algo-trading, e-commerce, and digitization, Fetcherr disrupts traditional systems with its cutting-edge AI technology. At its core is the Large Market Model (LMM), an adaptable AI engine that forecasts demand and market trends with precision, empowering real-time decision-making. Specializing initially in the airline industry, Fetcherr aims to revolutionize industries with dynamic AI-driven solutions.

We are looking for customer support with a strong data background, who can provide ongoing support to our clients. The candidate will be an essential part of the 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 Customer Support Engineer will assist the Head of Production & Support in overseeing the daily operations of the production department. This role involves coordinating with various teams, managing schedules, and ensuring that production processes run smoothly and efficiently.

Key Responsibilities:

• Develop and maintain production schedules.
• Coordinate with various departments (e.g., Data, DE, PO) to ensure timely completion of tasks.
• Monitor production timelines and adjust schedules as necessary to accommodate changes.
• Serve as a liaison between different departments to facilitate clear and effective communication.
• Communicate any production delays or issues to relevant stakeholders and customers.
• Maintain accurate records of production activities, including schedules, bugs and project status.
• Prepare and distribute reports on production performance and project progress.
• Identify potential production issues and work proactively to resolve them.
• Assist in troubleshooting production problems and implementing effective solutions.
• Provide prompt and efficient support to end-users experiencing technical issues with 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.
• Document support activities and maintain records of customer interactions and resolutions.

*Working hours: 16:00 PM – 12:00 AM California time.