Customer Support Engineer

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

The 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