Product Support Specialist

Fyxer Limited; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Private medical

Pension

Lunch provided everyday

Job summary

Fyxer is hiring a remote Customer Support Engineer to own the front line across chat, email and video, resolving issues end-to-end with minimal hand-holding.

You will diagnose complex technical problems, identify patterns for knowledge base improvements, and act as the connective tissue between Support, Sales, Product and Customer Success to keep momentum as we scale. This is a fully remote role to start, but you must be based in Chicago to be considered.

Qualifications

• 5+ years in product or technical support within a B2B SaaS environment.
• Strong troubleshooting skills and problem-solving ability.
• Currently using AI in your workflow and understanding its limits.
• Human-in-the-loop mindset for customer-facing work.
• Experience with customer support tools such as Zendesk, Intercom, Jira, Linear.

Responsibilities

• Own the front line of customer support across chat, email and video, resolving issues end-to-end with minimal hand-holding.
• Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when needed.
• Identify patterns in customer issues and drive improvements to knowledge base and workflows.
• Act as the connective tissue between Support, Sales, Product and Customer Success.
• Help shape scaling the support function, contributing to tooling decisions and playbooks.

Skills

Troubleshooting

AI in workflow

B2B SaaS

Customer tools

Startup mindset

Remote collaboration

Problem solving

Tools

Zendesk

Intercom

Jira

Linear

Job description

About Fyxer

Since launching in May 2024 we've grown to $35 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 front line of customer support across chat, email and video - resolving issues end-to-end with minimal hand-holding

• Diagnose and troubleshoot complex technical issues, escalating to Product Engineering only when genuinely needed

• Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights for the wider team

• Act as the connective tissue between Support, Sales, Product and Customer Success - ensuring nothing falls through the cracks

• Help shape how we scale support as we grow, contributing to tooling decisions, workflow design and team playbooks

You’ll be backed by strong Customer Success & Product Engineering teams and empowered with the tools, training, and autonomy to proactively solve customer problems, drive impactful solutions, and grow your career at pace.

What Success Looks Like

• You operate independently and with high judgment - managing your own time, priorities and output without needing to be chased

• You actively use AI in your workflow - you have opinions on what works, what doesn’t and where it’s heading

• You consistently resolve complex technical issues with confidence and speed

• You proactively refine key support processes

• You think in systems: "how do we make the next ticket easier?"

• You're a trusted cross-functional partner who people actively seek out

• You stay deeply connected to the team despite working remotely - communicating proactively, flagging early, and showing up when it matters

What You'll Bring

• 5+ years in product or technical support within a B2B SaaS environment

• Strong troubleshooting skills - you enjoy problem-solving and finding creative solutions

• Currently using AI in your workflow, you know it's usefulness and limits

• Still keep a h uman-in-the-loop mindset for customer-facing or escalation-critical work

• Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others

• Curious, coachable, and driven to exceed goals

• Startup-ready : adaptable, fast-moving, and hands-on

• A genuine opinion and interest in AI and the future of work

Salary and other bits:

• Salary: $75,000 + $85,000 Equity

• This will be a fully remote role to begin with as we build out our team, but you must be based in Chicago to be considered for this role.

• Private medical, pension and lunch provided everyday

The Fyxer Reality: Why We Win

• The Trajectory: We grew from $1M to $30M ARR with a team of just 32.

• The Evidence: Ranked 7th in Andreessen Horowitz's list of top AI apps. Every other company in that top 10 is valued at $10B+. We are the outlier.

• The Culture of Agency: We hire exceptional people, give them total ownership, and get out of their way.

• Zero Bureaucracy: No slow-motion decision-making. No "alignment" meetings for the sake of it.