---
title: 'Customer Support Engineer at Fyxer'
canonical: 'https://feeny.ai/job/customer-support-engineer-fyxer-london-e66btkb5d4j5'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Support Engineer at Fyxer

- **Company:** Fyxer
- **Location:** London, United Kingdom
- **Compensation:** £65k–£75k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-24
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/fyxer/8f240d08-d3a5-4e17-b203-a7bcceedb304

## Job description

## 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

## 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.

## WHAT YOU BRING

- 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.

## LOCATION AND OTHER BITS

- Based in our Chancery Lane office in London, Monday to Thursday, with Fridays from home
- Standard office hours
- Benefits include: on-site gym, private medical, pension and lunch provided everyday

## THE HIRING PROCESS

1. Submit your CV (no need for a cover letter)
2. We'll review it
3. An initial call with someone from the hiring team to review your experience and motivation for joining (30 mins)
4. A call with our Head of Customer Support on your experience and how you think technically (30 minutes)
5. A live technical exercise (60 minutes)
6. 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.

## OUR CULTURE

Our culture is intentional. It stems from the fact we're in the race of our lives to reshape one of the largest AI opportunities that exist; email. There is only first or last.

We're going to win by:

- An obsession around the fact that every second counts, we have to move fast with intensity and drive hard every day.
- Never let it slide, be relentless in challenging yourself and others to strive for the best outcome.

This culture is intense; it requires focus and discipline. So we'll do everything we can to remove distraction, support your wellbeing, and reward your impact

## About Fyxer

## Company Overview
- **One-liner**: Fyxer provides an AI-powered email and meeting assistant that automates inbox management, drafts replies in the user’s voice, and takes meeting notes.
- **Entity Type**: Private (Series B, $45.5M total funding)
- **Headquarters**: London, England (with offices in New York and Austin)
- **Founded**: Not publicly available (precursor executive-assistant business launched in 2016)
- **Founders**: Richard Hollingsworth (CEO & Co-founder), Archie Hollingsworth (Co-founder), Matt Ffrench (CTO & Co-founder)

## Core Business
- **Primary industry/industries**: AI-powered productivity software, email automation, meeting intelligence
- **Target customers**: B2B – salespeople, recruiters, real estate agents, and other external-facing professionals; also consultants and recruiters
- **Mission or purpose**: “Turn email into your competitive edge” – bringing the power of the world’s best executive assistants to every hard-working person

## Products & Services
- **[Fyxer Inbox Organizer]**: SaaS that automatically categorizes and prioritizes emails, highlights urgent items, and helps users shift to proactive work.
- **[Fyxer Draft Writer]**: SaaS that generates email replies in the user’s tone, based on past conversations and business context; users can review and send.
- **[Fyxer Meeting Companion]**: SaaS that joins calls, takes crisp notes, reads important documents, and surfaces relevant context from the entire business.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: $45.5M total funding raised (Series B)
- **Notable Investors/Partners**: Not publicly available
- **Growth Signals**:
  - 81% of users save more than 1 hour per day; 71% feel less stressed; 64% shift to proactive work
  - 90% employee adoption rate (vs. 10% for a leading competitor)
  - 5x more content actually sent compared to a leading competitor
  - Headcount ~51-200 employees with 21 open roles (June 2026)
  - Operates in London, New York, and Austin

## Competitive Advantages
- Trained on 500,000+ hours of executive assistant best practices, giving the AI a deep understanding of tone and prioritization
- Custom AI models fine-tuned by a human data team that works 24/7 and ingests 16 million data points from real EA tasks
- Works inside existing email (no new tool switching) – low friction, high adoption
- High retention: 9 out of 10 professionals still use Fyxer after three months

## Strategic Focus
- Scaling the product and team to reach more external-facing professionals (sales, recruiting, real estate)
- Deepening AI capabilities to handle more complex email workflows and meeting intelligence
- Expanding U.S. presence (New York, Austin) while maintaining London HQ

## Why Work Here
- **Culture**: “Small, high-ownership team environment focused on exceptional performance” – a fast-paced AI startup where individual impact is high
- **Remote/Hybrid**: Hybrid roles in London, New York, and Austin; remote positions available (9 remote roles listed)
- **Notable Perks**: Equity offered, competitive base salaries (e.g., $100K–$130K for engineering roles), and a focus on reducing admin overload for users
- **Engineering Culture**: Emphasis on building custom AI models, real-time feedback loops, and a human-in-the-loop approach to data quality
- **Visa Sponsorship**: No H-1B petition history found, so likely not sponsoring work visas currently

## Sources
1. [fyxer.com](https://www.fyxer.com/)
2. [fyxer.com/about-fyxer](https://www.fyxer.com/about-fyxer)
3. [jobs.ashbyhq.com/fyxer](https://jobs.ashbyhq.com/fyxer)
4. [fastaijobs.com/companies/fyxer](https://www.fastaijobs.com/companies/fyxer)
5. [scoutify.com/companies/fyxer](https://scoutify.com/companies/fyxer/)

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