Customer Support Engineer, Fyxer
£65-75k
+ Equity
More information about location
4 days a week in office (Chancery Lane, London)
AI executive assistant
Be an early applicant
AI executive assistant
21-100 employees
Be an early applicant
£65-75k
+ Equity
More information about location
4 days a week in office (Chancery Lane, London)
21-100 employees
Company mission
Get back one hour every day. Begin your day with emails neatly organized, replies crafted to match your tone and crisp notes from every meeting.
Role
Who you are
- 3+ years in a technical support role within a SaaS or cloud-based company
- API fluency: you can read an API reference, reason about authentication, and say what a 401 rather than a 500 tells you about where the fault sits
- SQL you write yourself: given an unfamiliar schema you work out how the tables relate and write the join unaided
- Comfortable in logs, following a request across services and working backwards from an error
- Strong written communication, particularly to a customer who is unhappy
- Experience with customer support tools such as Zendesk, Intercom, Jira, Linear, others
- Startup-ready: adaptable, fast-moving, and hands-on
- We're not asking for production engineering experience or a computer science degree. We care what you can do, not how you got there
What the job involves
- 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
- ---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 more capable six months in than they are today, because of you
- You're the person the team wants on the ticket because they trust your judgement
Application process
- Submit your CV (no need for a cover letter)
- We'll review it
- An initial call with someone from the hiring team to review your experience and motivation for joining (30 mins)
- A call with our Head of Customer Support on your experience and how you think technically (30 minutes)
- A live technical exercise (60 minutes)
- Meet more of the team (30 minutes)
- For the exercise we'll give you access to a small example application, a database, an API and its logs, a couple of days ahead, along with three customer tickets
- You don't need to solve anything in advance, and you're welcome to use whatever AI tooling you normally would, because that's how the job actually works
- We'll be paying attention to how you check its answers
Salary benchmarks
Our take
Built with the intention of turning the burden of email drafting into a business's competitive edge, Fyxer AI delivers AI executive assistants that can organise inboxes, draft emails in the tone of voice of each user, and write "better-than-human" meeting notes. Plugging directly into Gmail, Outlook, Slack, Teams, Google Meet and Zoom, its service is simple to use without the need to grasp additional software.
Fyxer is especially useful for industries that spend large amounts of time composing emails. Think real estate, consultants and recruiters, all saving time through the pure-play AI software of Fyxer and its open-source AI models and retrieval augmented generation. The company claims that its customers send 53% of the email drafts generated on its platform.
As more and more professionals turn to AI to save them time in their everyday tasks, Fyxer AI's secure and streamlined service is sure to gain more attention. Things certainly look to be going well, as in 2024, the company raised $500K in just three weeks from existing customers and their networks. It also rocketed from $1m ARR to $22m in just 10 months in 2025 - a sure-fire sign of the value users see in its offering
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2025
$30m
SERIES B
Mar 2025
$10m
SERIES A
Total funding: $40.5m
Company values
- What do we value? We're very intentional about adding new people. We believe a small team of exceptional people working hard at a problem they care about will always outperform a larger, more unfocused team. That means you'll need to bring an intensity to this role that might not be expected at other companies but it also means you'll be fast-tracked into roles with greater responsibilities far earlier.
Company HQ
Midtown East, New York, NY
Leadership
Archie Hollingsworth
(Co-Founder & CRO)Founding Member of Pavilion. Co-founded FYXER, an Executive Assistant Agency, in 2016, and is now using that knowledge at Fyxer AI.
Matthew Ffrench
(Co-Founder & CTO)Previously co-founded and was CTO at Mercado. Was also Product Manager at Zopa.
Richard Hollingsworth
(Co-Founder & CEO)Founding Member of AI Circle. Co-founded FYXER with Archie, and was a Quant Trader at Bull Moose Derivatives.
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