Technical Customer Support Engineer
About The Position
Frontify is hiring a Technical Customer Support Engineer to take ownership of complex and escalated technical support cases, including work involving APIs, integrations, MCP, and advanced SSO/SAML. The role involves reproducing and debugging issues, leading high-stakes conversations with customers’ technical teams, and working closely with Engineering and Product to identify root causes and deliver lasting fixes. The person in this role will also lead advanced technical setups, including SSO/SAML, custom domains, and integrations; mentor teammates; improve technical documentation and AI support tooling; and help set the team’s technical quality standards. The position follows a hybrid work model, with two days per week in a local Frontify office.
Requirements
- Several years of experience in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
- Hands-on skills with REST or GraphQL APIs, SSO/SAML and identity providers, DNS, and web technologies.
- A track record of solving complex, ambiguous problems and preventing them from recurring.
- Confidence in high-stakes customer conversations, including conversations with technical audiences.
- Experience mentoring or teaching others, formally or informally.
- A systems mindset, including the ability to identify patterns across tickets and act on them.
- Clear communication skills suited to both customers and engineers.
Nice To Haves
- Experience with integrations, MCP, or scripting.
Responsibilities
- Own escalated and complex cases involving APIs, integrations, MCP, and advanced SSO/SAML configurations.
- Reproduce and debug issues using API tools, logs, browser developer tools, and network traces.
- Lead 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 issues before they reach customers.
- Partner with Engineering and Product on root causes, bug priority, and fixes, representing customer impact.
- Turn recurring technical problems into lasting fixes, tooling, or process changes.
- Lead complex SSO/SAML, custom domain, and integration setups, including identity-provider edge cases and certificate issues.
- Support customers building on Frontify APIs and integrations and help them design durable setups.
- Act as a technical resource for the team, review escalations, and mentor teammates on troubleshooting and technical skills.
- Help shape technical onboarding and make independent decisions on complex issues while keeping the team lead updated.
- Use customer feedback and ticket insights to improve the knowledge base and AI tooling.
- Own advanced technical documentation, including API and integration guides and troubleshooting runbooks.
- Help define which technical topics AI tooling can safely resolve independently.
- Set the standard for technical quality and handle sensitive customer data in accordance with security and compliance protocols.
Benefits
- Medical, dental, and vision coverage with fully company-paid plan options.
- 401(k) with 5% matching.
- A minimum of 25 days of paid time off 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 from locations around the world for 45 days annually.
- Invitation to the summer company meet-up.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
