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 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
- Serve as the primary point of contact for customers seeking technical assistance through Intercom (email and chat), and be available for occasional calls for technical setups.
- Provide timely, professional, genuinely helpful responses — troubleshooting issues and resolving them to the customer's satisfaction.
- Maintain a customer-centric approach throughout every interaction, not just until the ticket closes.
Troubleshoot and resolve at the root
- Diagnose and analyze reported issues, identify the root cause, and implement effective solutions.
- Provide clear workarounds where a full fix isn't immediately available, and report bugs with the detail Engineering needs to act.
- Partner with Engineering, Product, and subject-matter experts to resolve complex or escalated issues.
- Document your troubleshooting steps and solutions so the whole team benefits.
Own technical setups
- Coordinate and implement Custom Domain and SSO/SAML setups for customers, including certificate handling and renewals.
- Drive setups to timely completion against go-live dates and customer deadlines, and troubleshoot setup issues when they arise.
Escalate well
- Escalate critical or high-impact issues to senior support or Engineering at the right moment, with the context needed for a fast resolution.
- Keep customers informed on progress and expected timelines throughout an escalation.
Make support smarter with AI and self-service
- Work alongside our AI support tooling (Fin and related automation), spotting where it falls short and feeding back the gaps so it resolves more on its own over time.
- Proactively educate customers on self-help resources.
Build the knowledge ecosystem
- Create and maintain support documentation — FAQs, knowledge base articles, and troubleshooting guides — that compounds in value with every interaction.
- Share knowledge and best practices with teammates to raise the whole team's technical capability.
Drive quality and continuous improvement
- Uphold our quality standards across every interaction, and take part in regular quality reviews and training.
- Surface recurring issues and patterns, and turn them into process improvements rather than repeated tickets.
- Handle sensitive customer data in line with our security and compliance protocols.
Your story
- You speak German and English fluently
- You're based in Switzerland and able to work hybrid from our St Gallen office - 2 days a week.
- You have experience in a technical, customer-facing support role, within a SaaS company, 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 — you care about how customers feel, not just whether the ticket closed.
- You think in systems and solve problems at the root, and you document as you go.
- You're a clear, confident communicator with both customers and internal technical teams.
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.
