Remote Product Support Specialist (AI SaaS)

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

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.