客户支持工程师
Customer Support Engineer
关于FYXER
自2024年5月上线以来，我们已实现3000万美元的年度经常性收入。Fyxer正在打造一个AI高管助手，处理邮件、日程安排和后续跟进，让客户接触岗位的人能够专注于他们的客户。
你将负责的工作
- 从头到尾负责业务端最困难的技术工单，包括客户对话，从首次报告到解决
- 使用Fyxer自己的产品，提供反馈，并影响我们的路线图
- 在升级之前确定影响范围，因为一个客户报告问题是一个工单，而四十七个账户处于相同故障状态则是一个事件
- 快速准确地判断是错误、事件还是用户错误，并在是事件时进行声明
- 编写工程团队可以立即行动的升级内容，无需任何后续问题，并持续跟进直到解决
- 在Linear和队列中发现模式，在第五次报告变成第十次之前建立跟踪器
- 通过运行手册、保存的查询、Parahelp知识库以及对高级代理的现场培训来减少自身角色的需求
成功的样子
- 你无需工程团队介入即可解决越来越多的技术升级
- 你的升级内容完整，工程师可以快速采取行动
- 你使用AI并能在它出错时及时发现，防止其到达客户
- 你在调查期间保持客户的信任，而不是把他们转交给其他人
- 六个月后，我们的高级代理明显比现在更有能力，这要归功于你
- 你是团队希望被分配到工单的人，因为他们信任你的判断
你带来的条件
- 在SaaS或基于云的公司中有3年以上技术支持经验
- API流利：你能阅读API参考文档，理解认证，并能说出401错误而不是500错误说明故障的位置
- 自己编写的SQL：面对不熟悉的模式，你能分析表之间的关系并独立编写连接查询
- 熟悉日志，能够跨服务跟踪请求并从错误反向追踪
- 强大的书面沟通能力，尤其是与不满的客户沟通
- 使用过客户支持工具，如Zendesk、Intercom、Jira、Linear等
- 适应初创公司：灵活、快速、亲力亲为
我们不要求有生产工程经验或计算机科学学位。我们关心的是你能做什么，而不是你如何做到的。
查看英文原文
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