Customer Support Engineer

Madrona Venture Labs; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

On-site gym

Private medical

Pension

Lunch provided everyday

Job summary

Fyxer in London is seeking a technically capable Support Engineer to own complex tickets from report to resolution, including customer communication. You will leverage API fluency, SQL, and log analysis to triage issues, write clear escalations for engineers, and help reduce escalations over time.

Join a fast-moving team focused on AI-powered email and scheduling products, with opportunities to influence product direction while improving customer outcomes.

Qualifications

• 3+ years in a technical support role within a SaaS or cloud-based company.
• API fluency: read an API reference, reason about authentication, and explain HTTP status codes.
• SQL you write yourself to join tables and understand unfamiliar schemas.
• Comfortable in logs and tracing requests across services.
• Strong written communication, especially with unhappy customers.
• Experience with Zendesk, Intercom, Jira, Linear, or similar tools.
• Startup-ready: adaptable, fast-moving, hands-on.

Responsibilities

• Own the hardest technical tickets end to end, including customer conversations.
• Dogfood Fyxer products, provide feedback, influence roadmap.
• Establish blast radius before escalating and classify incidents promptly.
• Call bugs, incidents, or user errors accurately and escalate accordingly.
• Write escalations engineers can act on with minimal follow-up.
• Spot patterns across queues and logs, raising trackers early.
• Reduce reliance on your role through runbooks and knowledge bases.

Skills

API fluency

SQL

Logs analysis

Written communication

Support tools proficiency

Startup-ready

Tools

Zendesk

Intercom

Jira

Linear

Job description

About Fyxer

Since launching in May 2024 we've grown to $30 million in ARR. Fyxer is building an AI executive assistant that handles emails, scheduling and follow-up, freeing people in client-facing roles to focus on their customers.

What You’ll Be Doing

• Own the hardest technical tickets in the business end to end, including the customer conversation, from first report through to resolution

• Dogfood Fyxer’s own products, give feedback, and influence our roadmap

• Establish blast radius before escalating, because one customer reporting something is a ticket and forty-seven accounts in the same broken state is an incident

• Call bug, incident or user error correctly and quickly, and declare it when it’s an incident

• Write escalations Engineering can act on without a single follow-up question, and stay on them until they land

• Spot patterns across Linear and the queue, raising a tracker before the fifth report of something becomes the tenth

• Reduce the need for your own role through runbooks, saved queries, Parahelp knowledge, and hands‑on upskilling of our senior agents

What Success Looks Like

• You resolve a growing share of technical escalations without Engineering ever being involved

• Your escalations are complete, so Engineer can act on them quickly

• You use AI and you catch it when it’s wrong, before it reaches a customer

• You hold a customer’s confidence while you investigate, rather than handing them back to someone else

• Our senior agents are visibly more capable six months in than they are today, because of you

• You’re the person the team wants on the ticket because they trust your judgement.

What You Bring

• 3+ years in a technical support role within a SaaS or cloud-based company

• API fluency: you can read an API reference, reason about authentication, and say what a 401 rather than a 500 tells you about where the fault sits

• SQL you write yourself: given an unfamiliar schema you work out how the tables relate and write the join unaided

• Comfortable in logs, following a request across services and working backwards from an error

• Strong written communication, particularly to a customer who is unhappy

• Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others

• Startup-ready: adaptable, fast-moving, and hands‑on

We’re not asking for production engineering experience or a computer science degree. We care what you can do, not how you got there.

Location and other bits

• Based in our Chancery Lane office in London, Monday to Thursday, with Fridays from home

• Standard office hours

• Benefits include: on‑site gym, private medical, pension and lunch provided everyday

The Hiring Process

1. Submit your CV (no need for a cover letter)

2. We’ll review it

3. An initial call with someone from the hiring team to review your experience and motivation for joining (30 mins)

4. A call with our Head of Customer Support on your experience and how you think technically (30 minutes)

5. A live technical exercise (60 minutes)

6. Meet more of the team (30 minutes)

For the exercise we’ll give you access to a small example application, a database, an API and its logs, a couple of days ahead, along with three customer tickets. You don’t need to solve anything in advance, and you’re welcome to use whatever AI tooling you normally would, because that’s how the job actually works. We’ll be paying attention to how you check its answers.

Our Culture

Our culture is intentional. It stems from the fact we’re in the race of our lives to reshape one of the largest AI opportunities that exist; email. There is only first or last.

We’re going to win by:

• An obsession around the fact that every second counts, we have to move fast with intensity and drive hard every day.

• Never let it slide, be relentless in challenging yourself and others to strive for the best outcome.

This culture is intense; it requires focus and discipline. So we’ll do everything we can to remove distraction, support your wellbeing, and reward your impact