Senior Technical Support Engineer, AI SaaS

AI Startups UK; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

On-site gym

Private medical

Pension

Lunch provided daily

Job summary

Fyxer is seeking a technical support specialist to own the most challenging tickets end to end, including customer conversations and escalation decisions. You will read API references, reason about authentication, and demonstrate SQL proficiency by joining tables relevant to customer issues.

You’ll help dogfood our products, influence the roadmap, and contribute to reducing escalations through playbooks, knowledge bases, and hands-on coaching of senior agents.

Qualifications

• 3+ years in a technical support role within a SaaS or cloud-based company
• API fluency and authentication knowledge
• SQL skills and ability to join tables
• Comfortable in logs and tracing errors
• Strong written communication with unhappy customers
• Experience with Zendesk, Intercom, Jira, Linear, others
• Startup-ready: adaptable, fast-moving, hands-on

Responsibilities

• Own the hardest technical tickets end to end, including customer communication
• Dogfood Fyxer products, provide feedback and influence roadmap
• Establish blast radius before escalating to incidents
• Call bugs/incidents correctly and escalate promptly
• Write escalations Engineering can act on without follow-up questions
• Spot patterns across Linear and the queue and track them
• Reduce need for your role via runbooks and upskilling

Skills

Tech support 3+yrs

API fluency

SQL proficiency

Logs analysis

Strong communication

Support tools

Startup mindset

Tools

Zendesk

Intercom

Jira

Linear

Job description

Fyxer is seeking a technical support specialist to own the most challenging tickets end to end, including customer conversations and escalation decisions. You will read API references, reason about authentication, and demonstrate SQL proficiency by joining tables relevant to customer issues.

You’ll help dogfood our products, influence the roadmap, and contribute to reducing escalations through playbooks, knowledge bases, and hands-on coaching of senior agents.