Senior Customer Support Engineer

Descripción del puesto

About Fyxer Since launching in May 2024 we've grown to $30 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 hardest technical tickets in the business end to end, including the customer conversation, from first report through to resolution Dogfood Fyxer’s own products, give feedback, and influence our roadmap Establish blast radius before escalating, because one customer reporting something is a ticket and forty-seven accounts in the same broken state is an incident Call bug, incident or user error correctly and quickly, and declare it when it's an incident Write escalations Engineering can act on without a single follow-up question, and stay on them until they land Spot patterns across Linear and the queue, raising a tracker before the fifth report of something becomes the tenth Reduce the need for your own role through runbooks, saved queries, Parahelp knowledge, and hands-on upskilling of our senior agents Here's the honest version of why this role exists. In one recent three-month window we escalated 47 tickets to Engineering and two of them were resolved. Engineering is capacity-constrained, and a third of what we sent them was correctly deprioritised. So this isn't a role that escalates better, it's one that resolves. You'll be backed by strong Customer Success and Product Engineering teams, and given read-only access to our codebase through Cursor, to our data through our internal tooling, and to our production logs to do it. What Success Looks Like You resolve a growing share of technical escalations without Engineering ever being involved Your escalations are complete, so Engineer can act on them quickly You use AI and you catch it when it's wrong, before it reaches a customer You hold a customer's confidence while you investigate, rather than handing them back to someone else Our senior agents are visibly