Technical Customer Support Specialist - German-speaking

Frontify; Lavamünd; Hybrid; EUR 96.000 - 122.000; Vollzeit

Benefits dieser Stelle

25 days annual leave

Pension fund contributions

Home office setup budget

Workation: travel/remote work options

Educational and wellbeing days off

Discounts from brands

Zusammenfassung

Frontify, the brand platform behind leading global brands, is seeking a Technical Customer Support Specialist. You’ll resolve technical questions across email, chat, and calls, while improving AI-driven self-service and the knowledge base.

You’ll coordinate Custom Domain and SSO setups, escalate when needed, and work with Engineering and Product to resolve root causes. A strong focus on customer experience and technical aptitude is essential.

Qualifikationen

• Experience in a technical, customer-facing support role within a SaaS company.
• Able to troubleshoot complex issues and own problems end to end.
• Comfortable with AI-assisted tools and knowledge bases.

Aufgaben

• Be the technical front line for customer support through Intercom (email/chat) and occasional calls.
• Troubleshoot issues, diagnose root causes, and provide timely solutions.
• Coordinate technical domain setups (custom domain, SSO/SAML) and manage escalations.
• Document troubleshooting steps and contribute to knowledge base.
• Collaborate with Engineering, Product, and SMEs to resolve complex issues.

Kenntnisse

German language

English language

Tools

Intercom

Jobbeschreibung

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 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.

What you'll do

• 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.

• Comfortable with a hybrid work model, spending 2 days per week in our St. Gallen office.

What you'll bring

• You speak German and English fluently

• 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 andautomation, 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.

What we offer

• A minimum of 25 days annual leave per year
• Parental, family care, and bereavement leave
• Daily sickness benefits and accident insurance
• Paid educational and wellbeing days off
• Wellbeing, learning and development, and commuter allowance
• Home office setup budget
• Pension fund: contributions paid 60% by us and 40% by you
• Access to exclusive perks and discounts from hundreds of top brands
• Workation: Work from inspiring locations around the world for up to 45 days per year!
• Invite to our summer company meet-up

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 for more information about how we process your data and how to exercise your privacy rights.