Customer Support US

Description

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 ideal candidate has relevant experience in data engineering.

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.

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.

Key Responsibilities:

• You will be responsible for maintaining and monitoring data pipelines that power our data science workflows.
• 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 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.

*Working hours: 4:00 PM – 12:00 AM California time.

Requirements

Must have 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+2 (Tier 3 as an advantage).
• Proficiency in troubleshooting and problem-solving, with a strong attention to detail.
• Excellent service, communication, and interpersonal skills.
• English – native language.
• Ability to work independently and collaborate effectively in a team environment.
• Ability to work flexible hours, including evenings and weekends if required.
• East Coast location.

Advantageous requirements: 

• Basic knowledge of Docker and Kubernetes or other, scalable, containerized solutions.
• Experience in the airline field.
• Knowledge of IT service management (ITSM) and ticketing systems.

Additional Requirements: Include less critical but relevant qualifications, listed by priority:

• Familiarity with common office software and tools, including Microsoft Office, web browsers, and operating systems.
• Understanding of basic network concepts and user account management.