Technical Customer Support Specialist, Frontify
$82-90k
+ Annual company bonus
2 days a week in office
Brand management platform
Be an early applicant
Brand management platform
201-500 employees
Be an early applicant
$82-90k
+ Annual company bonus
2 days a week in office
201-500 employees
Company mission
To create a home where all brands can thrive.
Role
Who you are
- We're a group of technically curious generalists who aim to know everything about anything Frontify and who genuinely enjoy untangling a hard problem
- 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
- 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
What the job involves
- 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 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
- 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
- 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
- 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
- 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
- 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
- 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
Our take
Global brands are experiencing exponential demand for more content across increasingly automated channels. Meanwhile, research has shown that employees spend about 16% of their time searching for information and assets they need, but are finding them only 56% of the time.
Frontify was created to be a central hub for companies, serving as a brand management portal that includes dynamic, modularised design systems. Here, employees can find brand assets that can be edited, maintained and shared with others across the company and beyond.
The company has invested in its international growth and product development, doubling down on its unique combination of a full-suite service and high UX standards. It has also expanded its executive team and acquired real-time image and video processing service TwicPics to support continued scaling.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2021
$50m
SERIES C
Jan 2020
$22.3m
SERIES B
Total funding: $80.6m
Company benefits
- Flexible working hours
- Stock options & company success bonus
- Collaborative, social places to bring people together in-person & virtually
- Work from anywhere
- Paid parental leave
- Extensive healthcare plans
Company HQ
St. Gallen, SG
Leadership
Roger Dudler
(CEO & Founder)Previously a Senior Software Engineer at Namics in Switzerland. Also worked as a Developer for over a decade at various technology companies before founding Frontify.
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