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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Customer Support Specialist - **Company:** Frontier AG, Inc. - **Location:** New York, NY, United States (Remote available) - **Salary:** $82,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Customer Data Management, Domain Name System (DNS), Security Assertion Markup Language (SAML), Web Technologies - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0d240b0adcff8a08 ## About the Role 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. ## Description * 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. 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