Customer Support Engineer

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.

You’ll be a great fit if…

• A bachelor's degree in computer science/ information – mandatory.
• 1-2 years of experience in providing technical support/customer success roles – mandatory.
• Experience in full stack development.
• Background in Application Support – Tier 2– mandatory.
• Experience in the airline field – advantage.
• Proficiency in troubleshooting and problem-solving, with a strong attention to detail.
• Excellent service, communication, and interpersonal skills.
• Knowledge of IT service management (ITSM) and ticketing systems.
• Familiarity with common office software and tools, including Microsoft Office, web browsers, and operating systems.
• Understanding of basic network concepts and user account management.
• Ability to work independently and collaborate effectively in a team environment.
• English – Native language.