Senior Technical Support Engineer — AI SaaS (Hybrid)

Fyxer; London; Hybrid; NOK 697,000 - 1,204,000; Full time

Benefits offered by this job

On-site gym

Private medical

Pension

Lunch provided everyday

Job summary

Fyxer in London is looking for a hands-on Technical Support Engineer to own complex tickets end-to-end, including customer conversations, diagnostics, and resolution.

You will dogfood Fyxer products, write clear escalations, and spot patterns across lists, helping reduce escalations and improve our knowledge base. Based in our Chancery Lane office with Fridays from home, you’ll operate in a fast-paced startup environment, using AI tooling and runbooks to scale support.

Qualifications

• 3+ years in a technical support role within a SaaS or cloud-based company.
• API fluency: read API references and reason about auth.
• SQL you write yourself and relate tables with joins.
• Comfortable in logs and tracing issues across services.
• Strong written communication, especially 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 conversation.
• Dogfood Fyxer products, provide feedback, influence roadmap.
• Establish blast radius before escalating and manage incidents.
• Call bugs/incidents correctly and escalate when needed.
• Write escalations that Engineering can act on without follow-ups.
• Spot patterns across Linear and queues, raise trackers early.
• Reduce need for your role via runbooks, knowledge, upskilling of agents.

Skills

3+ years in a technical support role

API fluency

SQL querying

Logs troubleshooting

Strong written communication

Experience with Zendesk / Intercom / J

Jira / Linear experience

Startup-ready

Tools

Zendesk

Intercom

Jira

Linear

Job description

Fyxer in London is looking for a hands-on Technical Support Engineer to own complex tickets end-to-end, including customer conversations, diagnostics, and resolution.

You will dogfood Fyxer products, write clear escalations, and spot patterns across lists, helping reduce escalations and improve our knowledge base. Based in our Chancery Lane office with Fridays from home, you’ll operate in a fast-paced startup environment, using AI tooling and runbooks to scale support.