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Frontify

Posted 3 days ago

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Technical Customer Support Specialist

New York, NYHybridFull-time

AI Summary

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.

About this 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. If you’re ready for a brand-new adventure, keep reading!
Your team
You'll join our New York–based support team, the front line for our customers across the Americas and a core part of a global support organization. We're a group of technically curious generalists who aim to know everything about anything Frontify and who genuinely enjoy untangling a hard problem. We work cross-functionally, bridging Product, Commercial, and Services, and we increasingly work alongside AI to handle volume so our people can focus on the problems that need a human. We value creativity, autonomy, transparency, solidarity, and a can-do attitude.

Your mission

As a Technical Customer Support Specialist, you'll be the trusted technical problem-solver our customers reach for when something is in their way. You'll resolve issues with speed and care across email, chat, and the occasional call — from everyday product questions to hands-on SSO and custom domain setups — and you'll make sure every customer leaves an interaction feeling looked after, not just closed out.

Just as importantly, you'll help our support system get smarter over time: improving our knowledge base, sharpening what our AI tooling can resolve on its own, and turning recurring problems into permanent fixes.

Your responsibilities

  • Be the technical front line
  • 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/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.
  • Build the knowledge ecosystem
  • 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.

    • Your story

  • You're able to work on-site at our New York City office twice a week.
  • You have experience in a technical, customer-facing support role and are comfortable owning issues end to end.
  • You have real technical aptitude — you're comfortable with concepts like SSO/SAML, DNS and custom domains, APIs, and web technologies, and you enjoy learning the next layer.
  • You've worked in a modern support tooling environment (Intercom or similar) and are excited to work alongside AI and automation, not threatened by it.
  • You have a genuine instinct for customer experience and you care about how customers feel, not just whether the ticket closed.
  • You think in systems, solve problems at the root, and you document as you go.
  • You're a clear, confident communicator with both customers and internal technical teams.
  • You speak English fluently.
    • How we'll measure success:
  • High customer satisfaction across your interactions.
  • Technical setups completed on time, against customer go-live deadlines.
  • Growing self-service and AI deflection driven by the knowledge and feedback you contribute.

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