Senior Technical Support Engineer - End-to-End Escalations

Fyxer Limited; Greater London; Hybrid; GBP 65,000 - 75,000; Full time

Benefits offered by this job

Equity

Hybrid work model

Job summary

Fyxer Limited, a London-based AI executive assistant company, seeks a technical support specialist to own complex tickets end to end, communicate clearly with customers, and feed back insights to product and engineering. The role demands API literacy, SQL, and strong logs analysis, with experience in Zendesk, Intercom, Jira, and Linear.

Hybrid work from London office with Friday remote work is offered. You will operate in a fast-paced startup environment, helping reduce escalations through

Qualifications

• 3+ years in a technical support role within a SaaS or cloud-based company.
• API fluency: read an API reference and understand authentication signals like 401 vs 500.
• SQL you write yourself: map schema and join tables unaided.
• Comfortable in logs, tracing requests across services.
• Strong written communication, especially with unhappy customers.
• Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others.
• Startup-ready: adaptable, fast-moving, hands-on.

Responsibilities

• Own the hardest technical tickets end to end, including customer conversation from report to resolution.
• Dogfood Fyxer’s products, provide feedback, influence roadmap.
• Establish blast radius before escalating; treat single report as incident if needed.
• Call bugs, incidents or user errors accurately and promptly, declare when it's an incident.
• Write escalations Engineering can act on without follow-up questions and track till landing.

Skills

API fluency

SQL querying

Logs analysis

Written communication

Startup mindset

Tools

Zendesk

Intercom

Jira

Linear

Job description

Fyxer Limited, a London-based AI executive assistant company, seeks a technical support specialist to own complex tickets end to end, communicate clearly with customers, and feed back insights to product and engineering. The role demands API literacy, SQL, and strong logs analysis, with experience in Zendesk, Intercom, Jira, and Linear.

Hybrid work from London office with Friday remote work is offered. You will operate in a fast-paced startup environment, helping reduce escalations through