Senior Support Engineer
Core
Senior escalation engineer for enterprise customers, resolving complex data pipeline failures and acting as the primary technical hand for the support organization.
Role type
Senior Support Engineer (Technical Escalation)
Builds
Runbooks, knowledge base, and feedback loops to R&D
Domain
B2B SaaS, AI-driven demand forecasting, data pipelines
Deliverable
production ML models
Required skills
Python, SQL, data pipeline orchestration (Dagster/Airflow), knowledge management, customer-facing communication, agentic AI workflow design
Preferred skills
aviation/travel tech domain experience, AI/ML product pipeline expertise
Technologies
Python, SQL, Dagster, Airflow, agentic AI
Responsibilities
Resolve high-complexity escalations end-to-end within SLA, own the team's knowledge base and runbook ecosystem, represent support in enterprise customer meetings, collaborate with R&D to reduce recurring issues, enforce R&D handoff quality standards, develop deep product area expertise across domains
