Technical Customer Support Specialist

About Frontify

Frontify is dedicated to helping brands turn ideas into impact. Our brand platform empowers thousands of marketers and designers—including teams at Uber, Microsoft, Volkswagen, and Telefónica—to build engaging brands by transforming how they organize digital assets, collaborate on projects, and create campaigns. Headquartered in St. Gallen, Switzerland, with offices in London and New York City, we foster a vibrant culture built on creativity, collaboration, inclusion, and joy.

Your Team

You'll join our New York–based support team, serving as the first point of contact for our customers across the Americas. This global team comprises technically curious generalists who possess deep knowledge of Frontify and excel at problem-solving. We collaborate cross-functionally with Product, Commercial, and Services teams, increasingly leveraging AI to enhance efficiency and allow our people to focus on complex issues.

Your Mission

As a Technical Customer Support Specialist, you will be the go-to technical problem-solver for our customers, resolving issues via email, chat, and occasional calls. Your responsibilities will range from addressing everyday product questions to hands-on configuration of SSO and custom domains. Crucially, you will also contribute to the evolution of our support system by improving our knowledge base, enhancing AI capabilities, and implementing permanent fixes for recurring issues.

Your Responsibilities

• Technical Front Line: Own customer technical support through Intercom (email, chat, calls), diagnosing root causes, providing workarounds, and partnering with Engineering and Product on complex issues. Escalate critical issues with comprehensive context and maintain customer communication.
• Technical Setups: Coordinate and implement Custom Domain and SSO/SAML configurations, including certificate handling. Drive setups to completion, troubleshoot issues, and escalate critical cases with necessary context.
• Knowledge Ecosystem: Create and maintain FAQs, knowledge base articles, and troubleshooting guides. Share best practices and educate customers on self-service resources. Identify gaps in AI support tooling and provide feedback for improvement.
• Quality & Continuous Improvement: Uphold quality standards, participate in reviews, and identify recurring patterns for process improvements. Handle sensitive customer data securely and in compliance with protocols.

Your Story

• Ability to work on-site at our New York City office twice a week.
• Experience in a technical, customer-facing support role with end-to-end issue ownership.
• Strong technical aptitude with comfort in concepts like SSO/SAML, DNS, custom domains, APIs, and web technologies.
• Experience with modern support tools (Intercom or similar) and enthusiasm for working alongside AI and automation.
• Genuine instinct for customer experience and a focus on customer sentiment.
• Systemic thinking, root-cause problem-solving, and documentation skills.
• Clear, confident communication with customers and internal technical teams.
• Fluent English proficiency.

How We’ll Measure Success

• High customer satisfaction across interactions.
• Technical setups completed on time, meeting customer deadlines.
• Increased self-service and AI deflection driven by contributions to knowledge and feedback.

Compensation & Benefits

• $82,000 - $90,000 base salary + annual company bonus.
• Salary range depends on qualifications and experience; provided compensation is specific to NY and may vary for other locations.
• 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: Opportunity to work from inspiring locations globally (45 days annually).
• Summer company meet-up.

Why Join Us?

• Thrive with the tools and support to shape your future at Frontify.
• Be part of a product that connects brands and people with a human touch.
• Enjoy flexibility, growth opportunities, and exposure to innovative technologies.
• Join a vibrant, social team with active Slack communities.

Important to Us

Frontify is committed to authenticity, inclusion, and empowering every voice. We provide an inclusive recruitment experience and offer accommodations for individuals with disabilities. All requests are confidential.

Next Steps

Interviews will involve meeting with our Talent Partner to discuss your experience and explore mutual fit. Preliminary checks may be conducted for successful candidates. We use AI tools for interview recording and transcription to assist our review team; final hiring decisions remain with our human team. Please refer to our Privacy Notice for data processing details.