Technical Support Engineer – AI SaaS, Hybrid London

Fyxer Limited; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

On-site gym

Private medical

Pension

Lunch provided every day

Job summary

Fyxer Limited in London is seeking a technically proficient Support Engineer to own and resolve the most challenging SaaS tickets end-to-end. You’ll collaborate with Engineering, write clear escalations, and help reduce ticket volume through runbooks and upskilling of our agents.

You’ll read API references, query SQL databases, and communicate with customers effectively, thriving in a fast-paced startup environment based at our Chancery Lane office, with Friday work-from-home.

Qualifications

• 3+ years in a technical support role within a SaaS or cloud-based company.
• API references: read, reason about authentication, and interpret 401 vs 500 signals.
• SQL you write yourself: map tables and joins unaided.
• Comfortable with logs and tracing requests across services to diagnose faults.
• Strong written communication with customers, especially when unhappy.
• Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, among others.
• Startup-ready: adaptable, fast-moving, hands-on.

Responsibilities

• Own the hardest technical tickets 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.

Skills

Technical support

SaaS support

API fluency

SQL querying

Log analysis

Written communication

Startup-ready

Tools

Zendesk

Intercom

Jira

Linear

Job description

Fyxer Limited in London is seeking a technically proficient Support Engineer to own and resolve the most challenging SaaS tickets end-to-end. You’ll collaborate with Engineering, write clear escalations, and help reduce ticket volume through runbooks and upskilling of our agents.

You’ll read API references, query SQL databases, and communicate with customers effectively, thriving in a fast-paced startup environment based at our Chancery Lane office, with Friday work-from-home.