Senior AI-Driven Product Support Specialist (Remote)

Fyxer; Chicago (IL); On-site; USD 68,000 - 83,000; Full time

Benefits offered by this job

Equity in the company

Fully remote to start

Private medical, pension

Job summary

Fyxer is building an AI executive assistant for emails, scheduling and follow-up, enabling client-facing teams to focus on customers. You’ll join a fully remote role initially, but must be based in Chicago to be considered.

You’ll work with strong Customer Success & Product Engineering teams, leveraging tools like Zendesk, Intercom, Jira and Linear to resolve issues quickly and autonomously. You’ll have 5+ years in product or technical support within a B2B SaaS environment and a

Qualifications

• 5+ years in product or technical support within a B2B SaaS environment.
• Strong troubleshooting skills and problem solving.
• Currently using AI in your workflow and understand its usefulness and limits.
• Maintain a human-in-the-loop mindset for 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.
• Genuine interest in AI and the future of work.

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 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.

Skills

5+ years in product or technical

Troubleshooting

Currently using AI

Human-in-the-loop mindset

Customer support mindset

Curious

Startup-ready

Opinion on AI and future of work

Tools

Zendesk

Intercom

Jira

Linear

Job description

Fyxer is building an AI executive assistant for emails, scheduling and follow-up, enabling client-facing teams to focus on customers. You’ll join a fully remote role initially, but must be based in Chicago to be considered.

You’ll work with strong Customer Success & Product Engineering teams, leveraging tools like Zendesk, Intercom, Jira and Linear to resolve issues quickly and autonomously. You’ll have 5+ years in product or technical support within a B2B SaaS environment and a