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 Escalation Leader to serve as the critical bridge between our support organization and R&D. This is a senior individual contributor role — you won't manage a team directly, but you'll have significant influence across the entire Production & Support function and beyond.
You're the person who owns every escalation that reaches engineering, end-to-end. That means ensuring issues are properly investigated before they ever get to R&D, running and managing the escalation flow end to end with R&D leaders, commanding the response during major production incidents, and driving post-incident reviews that actually lead to change. You'll define what "escalation-worthy" looks like, hold the line on quality, and make sure R&D's attention is spent on problems only they can solve.
This role sits at the intersection of technical depth, process discipline, and organizational influence. The right person for this role is someone who is energized by complexity, thrives without a formal mandate, and understands that the best way to lead is to be the most prepared, most connected, and most trusted person in the room.
What You'll Do
- Own all R&D escalations end-to-end — from intake through resolution — ensuring every escalation is well-investigated, prioritized and handled till resolution by R&D, clearly documented, and genuinely requires engineering involvement.
- Define, maintain, and continuously refine escalation criteria and thresholds, creating a shared standard that the entire support organization can operate against.
- Serve as incident commander during major production outages — coordinating response across support, engineering, and stakeholders, and keeping communication clear and authoritative throughout.
- Act as the formal liaison between the Support and R&D teams — building relationships, establishing trust, and creating the communication channels that allow both sides to work together effectively.
- Track and reduce the "unjustified escalation" rate — one of your core metrics — by working with support teams to improve investigation quality and self-sufficiency.
- Lead post-incident reviews and root cause analyses, ensuring findings translate into concrete preventive actions, not just reports that get filed away.
- Own incident SLA and RCA quality as organizational KPIs, reporting on trends and driving accountability across teams.
- Partner with the Support Team Leaders to identify systemic issues, recurring failure patterns, and product gaps that need to be surfaced upstream.
- Influence without authority — you'll drive process improvements, enforce standards, and shape how the organization handles its hardest problems, all without a direct reporting line.
Requirements
- B.Sc. or higher in Computer Science, Engineering, or a related field.
- 6+ years of experience in technical support, site reliability, or a closely related field, with a track record of operating at a senior level in complex, high-stakes environments.
- Background working closely with R&D or engineering teams, either as an embedded support engineer or in a solutions/escalation engineering capacity.
- Deep experience managing and improving escalation processes in a B2B SaaS company — you've owned the escalation function, not just participated in it.
- Strong technical foundation — proficiency in Python and SQL, with the ability to independently investigate issues across data pipelines, integrations, and system behavior.
- Proven incident management experience — you've been the person in the room when things go wrong, and you know how to bring calm, structure, and momentum to a crisis.
- Exceptional ability to lead through influence — you get things done across organizational boundaries without relying on formal authority.
- Strong written and verbal communication in English — from crisp RCA documents to clear stakeholder updates under pressure.
- Hands-on experience optimizing and redesigning operational processes using agentic AI and vibe coding — you’ve used these tools to eliminate process bottlenecks, automate escalation workflows, and systematically reduce toil across complex support operations.
- A process-builder mindset — you're not satisfied with solving the same problem twice; you document, systematize, and teach.
- Fluent English
Bonus Points
- Experience in aviation, travel tech, or high-frequency dynamic pricing environments.
- Familiarity with AI/ML product environments — able to investigate issues that span data quality, model behavior, and system integration.
