Technical Customer Support Specialist
About The Position
Frontify's brand platform transforms how teams organize digital assets, collaborate on projects, and create engaging campaigns. Our people empower thousands of marketers and designers — including teams at Uber, Microsoft, Volkswagen, and Telefónica — to build engaging brands. With headquarters in St. Gallen, Switzerland, and offices in London and New York City, we share a vibrant culture built on creativity, collaboration, inclusion, and joy. The New York-based support team is the front line for customers across the Americas and a core part of a global support organization. This team consists of technically curious generalists who aim to know everything about Frontify and enjoy untangling hard problems. They work cross-functionally, bridging Product, Commercial, and Services, and increasingly work alongside AI to handle volume so people can focus on problems that need a human. 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, not threatened by it.
- 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.
- Speak English fluently.
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.
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
Mid Level
Education Level
No Education Listed
