Senior Technical Customer Support Specialist
Frontify · New York City, New York
Frontify is the brand platform behind some of the world's leading organizations, including Microsoft, Telefónica, Bosch, Mercedes-Benz, and Kia. We help every team bring brands to life — with governance in one place, seamless workflows across the tools people already use, and a foundation that's ready for AI.
We're driven by collaboration, curiosity, and the belief that great work can happen anywhere. What began in St. Gallen has grown to London, New York, and beyond. Wherever you join us, you'll take ownership from day one, shape work that reaches global brands, and help redefine how brands work in the age of AI.
What you'll shape
As a Senior Technical Customer Support Specialist, you'll be one of the people our team turns to when a problem gets hard. You'll work on our more complex technical work: APIs, integrations, MCP, advanced SSO/SAML, and the issues that don't fit a playbook. You'll handle high-stakes customer conversations with confidence and work closely with Engineering to get to the bottom of things.
Beyond solving tough cases, you'll shape how we work. You'll spot patterns before they become problems, mentor teammates, and help build the technical depth of our support team.
What you'll do
Lead on complex technical issues
- Own escalated and complex cases involving APIs, integrations, MCP, and advanced SSO/SAML configurations.
- Reproduce and debug issues using API tools, logs, browser developer tools, and network traces.
- Handle high-stakes customer conversations, including technical calls with customer IT and engineering teams, and give strategic advice that builds trust.
Prevent problems, not just fix them
- Analyze ticket trends and technical patterns to catch issues before they reach customers.
- Partner with Engineering and Product on root causes, bug priority, and fixes, and represent the customer's impact in those conversations.
- Turn recurring technical problems into lasting fixes, tooling, or process changes.
Own advanced technical setups
- Lead complex SSO/SAML, custom domain, and integration setups, including edge cases across identity providers and certificate issues.
- Support customers building on our APIs and integrations, and help them design setups that hold up.
Mentor and raise the bar
- Act as the go-to technical resource for the team and review escalations to help teammates sharpen their troubleshooting.
- Mentor teammates on technical skills and help shape technical onboarding.
- Make independent decisions on complex issues and keep your lead updated on priorities and progress.
Lead knowledge and AI improvements
- Turn customer feedback and ticket insights into significant improvements to our knowledge base and AI tooling.
- Own advanced technical documentation, including API and integration guides and troubleshooting runbooks.
- Help define what our AI tooling can safely resolve on its own for technical topics.
Drive quality
- Set the standard for technical quality across the team.
- Handle sensitive customer data in line with our security and compliance protocols.
- Comfortable with a hybrid work model, spending 2 days per week in your local Frontify office.
What you'll bring
- Several years in technical support, support engineering, or a similar customer-facing technical role at a SaaS company.
- Strong hands-on technical skills: REST or GraphQL APIs, SSO/SAML and identity providers, DNS, and web technologies. Experience with integrations, MCP, or scripting is a strong plus.
- A track record of solving complex, ambiguous problems and preventing them from coming back.
- Confidence in high-stakes customer conversations, including with technical audiences.
- Experience mentoring or teaching others, formally or informally.
- A systems mindset. You see patterns across tickets and act on them.
- Clear communication that works for both customers and engineers.
How we'll measure success
- Complex and escalated cases resolved quickly and with high customer satisfaction.
- Fewer repeat technical issues because of the patterns you caught and the fixes you drove.
- A team that gets more technically capable through your mentoring and documentation.
- Advanced setups and integrations delivered on time and built to last.
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
- Workation: Work from inspiring locations around the world (45 days annually)
- Invite to our summer company meet-up
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.
A few things to know
Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future. We're committed to providing a fair and accessible recruitment process. If you have a disability and require reasonable adjustments at any stage, please speak with your Talent Partner. Any information you share will remain confidential.
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, join us and help shape the future of branding.
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 don’t replace human judgment, and all evaluations and final hiring decisions are made by our recruitment team. Please see our Privacy Notice https://www.frontify.com/en/legal/privacy-notice for more information about how we process your data and how to exercise your privacy rights.