Senior Technical Support Engineer

Frontify; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Private health benefits

Pension scheme (5% matched)

25 days annual leave

Paid educational and wellbeing days

Wellbeing and development support

Commuter allowance

Home office setup budget

Weekly free office lunch

Job summary

Frontify in London is seeking a Senior Technical Support Engineer to shape AI-augmented support, investigate complex issues across APIs, integrations, authentication, provisioning, and product behavior. You will partner with Product, Engineering, and Customer Success to scale smartly and deliver expert guidance to customers.

You will guide customers and developers, read logs, and troubleshoot across distributed systems while maintaining clear communication via email, chat, and live calls.

Qualifications

• 5+ years of experience in Technical Customer Support or similar B2B SaaS role.
• Fluent SQL and experience with at least one scripting language (Python or JavaScript).
• Strong knowledge of REST and/or GraphQL APIs and ability to read docs and debug requests.

Responsibilities

• Own investigation and resolution of complex technical issues across APIs, integrations, authentication, provisioning, and product behavior.
• Guide customers and developers through technical challenges with clear communication via email, chat, and live calls.
• Identify root causes, distinguish bugs from configuration gaps, and collaborate with Engineering to drive resolutions.
• Create high-quality bug reports and provide context to help Product and Engineering resolve issues.
• Surface recurring customer pain points and work with Product, Engineering and Customer Success to improve the product and support experience.
• Contribute to scalable support by improving internal docs, Help Center content, AI knowledge sources, and automation opportunities.
• Evolve support processes, tooling and escalation paths as the team grows an AI-augmented support organization.
• Create and maintain troubleshooting guides and technical documentation to empower customers and teammates.

Skills

SQL fluency

Scripting language (Python/JavaScript)

Technical customer support

Job description

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 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

Frontify's support team is evolving. As AI takes on a growing share of routine customer questions, the work that reaches our team is increasingly technical, integration-heavy, and cross-functional. That's where you come in. As a Senior Technical Support Engineer, you'll help shape what modern, AI-augmented support looks like at Frontify, solving the complex challenges where curiosity, technical expertise, and human judgment make the biggest impact.

You'll become a trusted technical partner for both our customers and internal teams, investigating complex issues, guiding customers through integrations, and turning technical challenges into opportunities to improve our product and support experience. Working closely with Product, Engineering, and Customer Success, you'll help us scale support in smarter ways while ensuring every customer receives thoughtful, expert guidance when they need it most.

Your responsibilities

• You'll own investigation and resolution of complex technical issues across APIs, integrations, authentication, provisioning, and product behavior.
• You'll guide customers and developers through technical challenges with clear, thoughtful communication across email, chat, and live calls.
• You'll identify root causes, distinguish bugs from configuration or product gaps, and collaborate with Engineering to drive resolutions.
• You'll create high-quality bug reports and provide the technical context that helps Product and Engineering resolve issues efficiently.
• You'll surface recurring customer pain points and partner with Product, Engineering, and Customer Success to improve the product and support experience.
• You'll contribute to scalable support by improving internal documentation, Help Center content, AI knowledge sources, and automation opportunities.
• You'll help evolve our support processes, tooling, and escalation paths as we continue building an AI-augmented support organization.
• You'll create and maintain troubleshooting guides and technical documentation that empower both customers and teammates to solve problems more efficiently.

Your story

• You're comfortable working in a hybrid format, with the ability to come to our London office once per week.
• You have 5+ years of experience in Technical Customer Support, or a similar customer-facing technical role within B2B SaaS.
• You have SQL fluency and hands-on experience with at least one scripting language, such as Python or JavaScript.
• You have solid knowledge working knowledge of REST or GraphQL APIs - you're comfortable reading documentation, debugging requests/responses, and helping customer developers work through integration issues.
• You have strong diagnostic instincts: reading logs, querying data, and isolating issues across distributed systems.
• You're comfortable troubleshooting APIs, integrations, authentication, and distributed systems.
• You thrive in situations where answers aren't always documented, bringing together product knowledge, customer context, and sound judgment to solve problems thoughtfully, with the team's support along the way.
• You communicate confidently with both technical and non-technical audiences.
• 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.

Why join us?

• Thrive with the tools and support to shape your future at Frontify.
• Be part of a product that connects brands and people with a human touch.
• Enjoy flexibility, opportunities to grow, and exposure to innovative technologies and ideas.
• Join a vibrant, social team-whether you love animals, yoga, or travel, we've got the Slack channels for you!

What we offer

• Private health benefits and health cash plan
• Pension scheme: 5% matched
• A minimum of 25 days of annual leave per year
• Paid educational and wellbeing days off
• Wellbeing, learning and development, and commuter allowance
• Home office setup budget- Weekly free office lunch
• Localised benefits
• Workation: Work from inspiring locations around the world (45 days annually)
• Invite to our summer company meet-up

Important to us

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.

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.