Product Support Specialist (Fully Remote)

Fyxer Limited; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Private medical

Pension

Lunch provided daily

Equity

Job summary

Fyxer is building an AI executive assistant that handles emails, scheduling, and follow-up, freeing client-facing roles to focus on customers. The team of 32 people has grown from $1M to $30M ARR and ranks 7th in Andreessen Horowitz's top AI apps.

We are hiring for a remote Senior Customer Support Engineer to own the front line of support, diagnose and resolve issues, and contribute to knowledge base content. 5+ years in B2B SaaS support and experience with Zendesk/Intercom/Jira are required.

Qualifications

• 5+ years of experience in product or technical support within B2B SaaS.
• Strong troubleshooting skills and experience with Zendesk, Intercom, and Jira.
• Currently using AI in your workflow, while maintaining a human-in-the-loop mindset.

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 genuinely needed.
• Identify patterns in customer issues and turn them into process improvements, knowledge base content, and actionable insights.

Skills

Troubleshooting

AI in workflow

Tools

Zendesk

Intercom

Jira

Job description

• 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.

Success in the Role:

• Operate independently with high judgment, managing time and priorities without being chased.
• Actively use AI in your workflow and have informed opinions on its use and limits.
• Consistently resolve complex technical issues with confidence and speed, proactively refining support processes.

Requirements:

• 5+ years of experience in product or technical support within B2B SaaS.
• Strong troubleshooting skills and experience with tools like Zendesk, Intercom, and Jira.
• Currently using AI in your workflow, while maintaining a human-in-the-loop mindset.
• Fully remote role, but must be based in Chicago.
• Private medical, pension, and lunch provided every day.
• Competitive salary plus equity.

Fyxer is building an AI executive assistant that handles emails, scheduling, and follow-up, freeing client-facing roles to focus on customers. With a team of 32 people, they've grown from $1M to $30M ARR and are ranked 7th in Andreessen Horowitz's top AI apps.