Technical Customer Support Specialist

About the role

We're all about helping brands turn ideas into impact. 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. And we’re on the lookout for new team members to share our vision.

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.
• Own technical setups, coordinate and implement Custom Domain and SSO 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.
• Drive quality and continuous improvement, 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.

Requirements

• Able to work on-site at our New York City office twice a week.
• Experience from a technical, customer-facing support role at a SaaS or software company.
• Real technical aptitude, comfortable with concepts like SSO, DNS and custom domains, APIs, and web technologies.
• Experience working in a modern support tooling environment (Intercom or similar).
• Genuine instinct for customer experience and care about how customers feel, not just whether the ticket closed.
• System thinking, solve problems at the root, and document as you go.
• Clear, confident communication with both customers and internal technical teams.
• Fluent in English.

Benefits

$82,000 - $90,000 a year
$82,000 - $90,000 base salary + annual company bonus + benefits (see section below)

Pay range varies depending on qualifications and experience

Provided target compensation is specific to the state of NY’s labor market and may vary for employees living in other areas