Senior Customer Support Engineer

Jackalope Digital LLC; Greater London; Hybrid; GBP 65,000 - 75,000; Full time

Benefits offered by this job

on-site gym

private medical

pension

lunch provided every day

Job summary

Fyxer in London is seeking a technical support engineer to own the hardest tickets end to end, including customer conversations, from initial report to resolution.

You will dogfood Fyxer’s products, analyze logs, and escalate only when needed, while guiding the team with clear, written communications and a sharp eye for patterns.

Qualifications

• 3+ years in a technical SaaS or cloud support role.
• API fluency: read API references and explain 401 vs 500.
• SQL: write joins and understand schemas.
• Logs: comfortable tracing requests across services.
• Strong written communication with unhappy customers.
• Experience with Zendesk, Intercom, Jira, Linear.
• Startup-ready: fast-moving and hands-on.

Responsibilities

• Own technical tickets end to end, including customer conversation.
• Dogfood Fyxer’s products, give feedback, influence roadmap.
• Establish blast radius before escalating.
• Call bug, incident or user error correctly and declare it when it's an incident.
• Write escalations engineers can act on with no follow-up questions.
• Spot patterns across Linear and the queue.
• Reduce the need for your own role through runbooks and knowledge.

Skills

Technical support

API fluency

SQL

Logs analysis

Written communication

Customer support tools

Startup experience

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

Here's the honest version of why this role exists. In one recent three-month window we escalated 47 tickets to Engineering and two of them were resolved. Engineering is capacity-constrained, and a third of what we sent them was correctly deprioritised. So this isn't a role that escalates better, it's one that resolves. You'll be backed by strong Customer Success and Product Engineering teams, and given read-only access to our codebase through Cursor, to our data through our internal tooling, and to our production logs to do it.

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
• on‑site gym
• private medical
• pension
• lunch provided everyday

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

Compensation: £65K – £75K £65K – £75K Equity

• £65K – £75K
• £65K – £75K Equity