SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Fyxer AI is seeking a Senior Customer Support Engineer to own the most complex technical support tickets end-to-end. Since launching in May 2024, Fyxer has grown to $30M ARR with an AI executive assistant that handles emails, scheduling, and follow-up for client-facing professionals.
In this role, you will resolve the hardest technical escalations without involving Engineering, reducing dependency on capacity-constrained development teams. You'll dogfood Fyxer's products, provide feedback to influence roadmap decisions, and establish blast radius before escalating issues. You'll distinguish between bugs, incidents, and user error quickly, write clear escalations that require no follow-up, and spot patterns across the support queue to prevent recurring issues.
You'll have read-only access to the codebase via Cursor, internal data tooling, and production logs to investigate issues thoroughly. A key part of success is reducing the need for your role through runbooks, saved queries, and upskilling senior agents on the team.
Success looks like resolving a growing share of technical escalations independently, providing complete escalations when needed, catching AI errors before they reach customers, maintaining customer confidence during investigation, and visibly improving team capability over time.
You bring 3+ years in technical support at SaaS or cloud companies, API fluency, ability to write SQL queries independently, comfort reading logs and tracing requests across services, and strong written communication skills. Experience with support tools like Zendesk, Intercom, Jira, or Linear is expected. You're adaptable, fast-moving, and hands-on—startup-ready.
Based in Chancery Lane office, London: Monday–Thursday in-office, Fridays remote. Standard office hours. Benefits include on-site gym, private medical, pension, and daily lunch.
