Technical Customer Support Specialist

Frontify•New York, NY

2d•Hybrid

About The Position

Frontify is seeking a Technical Customer Support Specialist to join their New York-based support team. This role is the front line for customers across the Americas and a core part of a global support organization. The team consists of technically curious generalists who aim to understand Frontify thoroughly and enjoy solving complex problems. They work cross-functionally with Product, Commercial, and Services, and utilize AI to handle volume, allowing humans to focus on more intricate issues. The team values creativity, autonomy, transparency, solidarity, and a can-do attitude.

Requirements

Able to work on-site at our New York City office twice a week.
Experience in a technical, customer-facing support role and comfortable owning issues end to end.
Real technical aptitude — comfortable with concepts like SSO/SAML, DNS and custom domains, APIs, and web technologies, and enjoy learning the next layer.
Worked in a modern support tooling environment (Intercom or similar) and excited to work alongside AI and automation.
Genuine instinct for customer experience and care about how customers feel, not just whether the ticket closed.
Think in systems, solve problems at the root, and document as you go.
Clear, confident communicator with both customers and internal technical teams.
Fluent English speaker.

Responsibilities

Own customer technical support via Intercom (email, chat, and occasional calls), troubleshooting issues through to resolution.
Diagnose root causes, provide clear workarounds where needed, and partner with Engineering and Product on complex issues.
Escalate critical issues with the right context and keep customers informed throughout.
Coordinate and implement Custom Domain and SSO/SAML configurations, including certificate handling and renewals.
Drive setups to completion against customer deadlines and troubleshoot issues when they arise.
Escalate critical or high-impact cases to senior support or Engineering at the right moment, with the context needed for a fast resolution.
Create and maintain FAQs, knowledge base articles, and troubleshooting guides.
Share best practices with teammates and educate customers on self-service resources.
Identify gaps in AI support tooling (Fin) and feed back improvements to increase autonomous resolution.
Uphold quality standards across every interaction and participate in regular reviews.
Surface recurring patterns and turn them into process improvements.
Handle sensitive customer data in line with security and compliance protocols.