Customer Support Engineer — End-to-End Escalations (Hybrid)

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

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.