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Tech Lead, Product Support

Kraków, Poland

Our Vision

We believe in a world where travel companies can innovate freely, growing and accelerating their business, while delivering the experience travelers want and the change the industry needs.

FLYR is a technology company that unlocks freedom to innovate for the travel industry – eliminating legacy constraints to enable real-time decision making and create the experiences travelers seek. With FLYR, businesses are able to improve revenue performance and modernize the e-commerce experience through accurate forecasting, automation, and analytics.

Flight Itinerary (About The Role)

As a Tech Lead of Product Support team, you will be a key player in ensuring the stability and reliability of our products in production. You will lead the charge in incident management, process improvement, and team training, making sure that our products meet the highest standards of service delivery. This role provides an opportunity to work in a dynamic environment, where your technical expertise and leadership will directly impact the success and satisfaction of our customers. If you are passionate about technology, thrive in a fast-paced setting, and are committed to excellence, this role is the perfect opportunity to take your career to the next level.

What Your Journey Will Look Like (Responsibilities)

  • Manage process preparation with intent to run a production service including kick-off meetings for taking over carrier support from the development team
  • Create and adjust PagerDuty schedules ensuring proper coverage by carrier through coordination with Engineering Managers.
  • Train on-call team members on how to handle incidents; filling any learning gaps upon reviewing incident management trends. Foster a culture of learning and innovation
  • Coordinate post mortems after High and Critical incidents, including customer communication via incident reports
  • Alert Leadership in case continuous SLA violations to troubleshoot and determine concrete resolution plan
  • Deep understanding of API integration.
  • Creation and maintenance of runbooks with help from engineering.
  • Maintenance of incident management tooling (PagerDuty & FireHydrant)
  • End-to-end incident responsibility
  • Collaboration with partners to improve overall service stability
  • Collaboration with SRE on promotion of development and adoption of automation tools, frameworks, and practices to streamline operational tasks, reduce manual effort, and increase efficiency

What To Pack For This Trip (Qualifications)

  • 4+ years of overall experience in IT
  • A minimum of 2 years experience in a similar role and experience working with cloud computing (e.g. GCP, AWS, Azure).
  • Excellent English written and verbal communication skills.
  • Knowledge of ITSM processes with focus on incident management.
  • Hands-on experience working with large amounts of data using SQL, Python.
  • Fundamental knowledge of application development process (SDLC)
  • Ability to troubleshoot complex technical issues and derive concrete resolution plans.
  • Experience with the airline industry in the area of service stability and reliability.
  • Experience with monitoring and observability tools – Prometheus/Graphite/Datadog/Grafana.
  • Practical experience with containerization technologies such as Docker and container-orchestration platforms such as Kubernetes
  • Experience in CI/CD
  • Familiarity with version control systems, particularly GIT
  • Readiness for compensated on-call duties
  • Bachelor’s degree in Computer Science, Engineering, or equivalent experience

Optional Carry-On (Preferred Qualifications)

  • Understanding of infrastructure security principles
  • Experience with scripting languages like Bash
  • Infrastructure configuration automation and Infrastructure as Code (IaC, Terraform)
  • Hands-on experience with programming language (preferably Golang)

First-Class Amenities

  • Regular employment contract
  • Equity in Series D startup with high growth potential
  • Flexible working hours
  • Complimentary Breakfast/Lunch (in-office)
  • Sports card
  • Medical care
  • Life Insurance
  • Top-quality tech equipment
  • Annual educational fund
  • Linkedin Learning access
  • English classes
  • Many more!

 

Our Commitment to Equality

Here at FLYR, we’re committed to growing with intention, having our teams better reflect the world around us. We strive to create an environment of inclusion and even more importantly, belonging, where psychological safety, empathy, and human connection are at the center of our leadership principles. Not only does this enable us to create better products and have a better work environment, it’s good for the bottom line and it’s the right thing to do.
 
FLYR provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetics, marital or veteran status. In addition to federal law requirements, FLYR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates.
 

Privacy Policy

All applicants, including those based in California or the EU, are encouraged to review our Privacy and Cookie Policy.
 
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We take your privacy seriously and are committed to protecting your personal data in accordance with the General Data Protection Regulation (GDPR).

By submitting your application, you consent to FLYR using your personal data for recruiting and/or hiring purposes. Your data may be shared with relevant parties within FLYR to facilitate the recruitment process.

We will retain your personal data for a period of 3 years from the date you are no longer an active applicant. After this period, your data will be securely deleted, unless explicit permission is granted by you for us to retain it for a longer period.

You have the right to request access to, correction, erasure, or restriction of your personal data at any time. You may also withdraw your consent for us to process your data by contacting us at recruiting@flyr.com. However, please note that withdrawing your consent may affect our ability to consider you for future employment opportunities.

If you have any questions or concerns about our use of your personal data, please contact us at recruiting@flyr.com.