Senior Technical Customer Support Specialist
About The Position
Frontify is seeking a Senior Technical Customer Support Specialist to join their team. This role involves handling complex technical issues, including APIs, integrations, MCP, and advanced SSO/SAML configurations. The specialist will manage high-stakes customer conversations, work closely with the Engineering team, and contribute to improving the team's technical depth. Key responsibilities include analyzing ticket trends to prevent issues, leading advanced technical setups, mentoring teammates, and enhancing knowledge base and AI tooling. The role also involves driving technical quality and handling sensitive customer data securely. This position operates on a hybrid model, requiring two days per week in the local Frontify office.
Requirements
- Several years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
- Strong hands-on technical skills: REST or GraphQL APIs, SSO/SAML and identity providers, DNS, and web technologies.
- Experience with integrations, MCP, or scripting is a strong plus.
- A track record of solving complex, ambiguous problems and preventing their recurrence.
- Confidence in high-stakes customer conversations, including with technical audiences.
- Experience mentoring or teaching others, formally or informally.
- A systems mindset with the ability to identify patterns across tickets and act on them.
- Clear communication skills effective with both customers and engineers.
- Comfortable with a hybrid work model, spending 2 days per week in the local Frontify office.
Nice To Haves
- Experience with integrations, MCP, or scripting.
Responsibilities
- Lead on complex technical issues, owning escalated cases involving APIs, integrations, MCP, and advanced SSO/SAML configurations.
- Reproduce and debug issues using API tools, logs, browser developer tools, and network traces.
- Handle high-stakes customer conversations, including technical calls with customer IT and engineering teams, and provide strategic advice.
- Analyze ticket trends and technical patterns to identify and address issues before they reach customers.
- Partner with Engineering and Product teams on root causes, bug prioritization, and fixes, representing the customer's impact.
- Convert recurring technical problems into lasting fixes, tooling, or process changes.
- Lead complex SSO/SAML, custom domain, and integration setups, including edge cases.
- Support customers building on APIs and integrations, assisting them in designing robust setups.
- Act as the primary technical resource for the team, reviewing escalations and mentoring teammates on technical skills.
- Shape technical onboarding for new team members.
- Make independent decisions on complex issues and provide updates on priorities and progress to leadership.
- Translate customer feedback and ticket insights into improvements for the knowledge base and AI tooling.
- Own advanced technical documentation, including API and integration guides and troubleshooting runbooks.
- Help define the capabilities of AI tooling for technical issue resolution.
- Set the standard for technical quality across the support team.
- Handle sensitive customer data in compliance with security and data protection protocols.
Benefits
- Medical, dental, and vision coverage with fully company-paid plan options
- 401k with 5% matching
- A minimum of 25 days of PTO per year
- Paid educational and wellbeing days off
- Parental, bereavement, and sick leave
- Wellbeing, learning and development, and commuter allowance
- Home office setup budget
- Weekly free office lunch
- Workation: Work from inspiring locations around the world (45 days annually)
- Invite to our summer company meet-up
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
