Technical Customer Support Specialist

• 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., We’re committed to providing an inclusive recruitment experience. If you need an accommodation due to a disability or any other protected reason, please speak with your Talent Partner. All accommodation requests are confidential and will be handled in line with applicable laws. Next steps If there’s a fit, you’ll meet our Talent Partner to discuss your experience and explore whether Frontify is the right place for you. This description outlines the primary duties of the role, which may evolve in response to business needs and company growth. We’re looking for someone comfortable with change and excited to contribute to a dynamic environment. If this sounds like you, come join us and help shape what’s next. We may conduct preliminary checks for successful candidates, depending on the role and in line with local laws. We’ll share all relevant details during the interview process. We use third party artificial intelligence (AI) tools to record and transcribe interviews and to help our team review candidate profiles. These tools do not replace human judgment, and all evaluations and final hiring decisions are made by our recruitment team. Please see our Privacy Notice for more information about how we process your data, and how to exercise your privacy rights (https://www.frontify.com/en/legal/privacy-notice)

Do you have experience in User guides?, * 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.

Pulled from the full job description

• Food provided
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• 401(k) 5% Match
• Dental insurance, * 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.

$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

We understand that every candidate’s experience is different. If you’re interested in this role but don’t tick all the boxes, we still encourage you to apply. 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, opportunities to grow, and exposure to innovative technologies and ideas.

• Join a vibrant, social team-whether you love animals, yoga, or travel, we’ve got the Slack channels for you!

What we offer

• 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

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., Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future.