Customer Support Engineer

About the role

Fyxer is building an AI executive assistant that handles email, scheduling and follow‑up. As a Customer Support Engineer you will be the technical champion for our customers, owning the most complex tickets from first report through resolution and helping shape the product roadmap.

Key responsibilities

• Own end‑to‑end resolution of the hardest technical tickets, including direct customer communication.
• Use Fyxer’s own products, provide feedback and influence future development.
• Assess blast radius before escalating; differentiate bugs, incidents and user errors quickly.
• Write clear escalations for Engineering and follow them through to completion.
• Detect patterns across Linear and the ticket queue, creating trackers before issues proliferate.
• Reduce reliance on the role by creating runbooks, saved queries and upskilling senior agents.

Required profile

• 3+ years in a technical support role at a SaaS or cloud‑based company.
• Ability to read API documentation, understand authentication flows and interpret HTTP status codes.
• Comfortable writing SQL queries against unfamiliar schemas.
• Proficient navigating logs and tracing requests across services.
• Strong written communication, especially with dissatisfied customers.
• Experience with support tools such as Zendesk, Intercom, Jira and Linear.
• Adaptable, fast‑moving and hands‑on – startup ready.

Required skills

• API fluency
• SQL
• Zendesk
• Intercom
• Jira
• Linear

What we offer

• Hybrid work: Monday‑Thursday onsite at Chancery Lane, Friday remote.
• Standard office hours.
• On‑site gym, private medical insurance, pension scheme and daily lunch.