Customer Support Engineer Resolve AI SaaS Escalations

Fyxer; Greater London; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

On-site gym

Private medical

Pension

Lunch provided daily

Job summary

Fyxer in London is hiring a Technical Support Engineer to own complex tickets end-to-end, including customer conversations. You will use API and SQL skills to diagnose issues and improve our product. You’ll work with Zendesk, Intercom, Jira and Linear, and help upskill senior agents.

Based in our Chancery Lane office, you’ll join a fast-moving SaaS team. Fridays from home are supported, with comprehensive benefits and a culture built around rapid execution and customer focus.

Qualifications

• 3+ years in a technical support role within a SaaS or cloud-based company.
• API fluency: read API references, understand authentication, and interpret error codes.
• SQL: write joins and relate tables for unfamiliar schemas.
• Strong written communication for unhappy customers.
• Experience with customer support tools such as Zendesk, Intercom, Jira, Linear.

Responsibilities

• Own the hardest technical tickets end to end, including the customer conversation, from first report through to resolution.
• Dogfood Fyxer’s products, provide feedback, and influence roadmap.
• Establish blast radius before escalating, since one customer issue can affect many accounts.
• Call bugs, incidents or user errors quickly and declare incidents when needed.
• Write escalations engineers can act on without follow-up and track until resolution.
• Spot patterns across Linear and the queue and raise trackers early.
• Reduce dependence on your role through runbooks, saved queries, and upskilling of senior agents.

Skills

API fluency

SQL

Strong written communication

Experience with support tools

Tools

Zendesk

Intercom

Jira

Linear

Job description

Fyxer in London is hiring a Technical Support Engineer to own complex tickets end-to-end, including customer conversations. You will use API and SQL skills to diagnose issues and improve our product. You’ll work with Zendesk, Intercom, Jira and Linear, and help upskill senior agents.

Based in our Chancery Lane office, you’ll join a fast-moving SaaS team. Fridays from home are supported, with comprehensive benefits and a culture built around rapid execution and customer focus.