Senior Technical Support Engineer - APIs & Integrations

Frontify; New York (NY); Híbrido; USD 130 000 - 160 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical coverage

Dental coverage

Vision coverage

401k with matching

PTO 25 days

Resumo da oferta

Frontify is seeking a Technical Customer Support Engineer to tackle complex technical work, including APIs, MCP, SSO/SAML, and integrations. You'll collaborate with Engineering to resolve root causes and mentor teammates to raise the team's technical depth.

The role involves analyzing trends, improving knowledge bases and AI tooling, and guiding customers through high-stakes conversations. You’ll work in a hybrid model with two days in the office.

Qualificações

• Several years in technical support or 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.

Responsabilidades

• Lead on escalated and complex technical issues involving APIs, integrations, MCP, and SSO/SAML.
• Reproduce and debug issues using API tools, logs, browser dev 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Conhecimentos

REST APIs

GraphQL APIs

SSO/SAML

Identity providers

DNS

Web technologies

Integrations

MCP

Scripting

Ferramentas

API tooling

Browser devtools

Descrição da oferta de emprego

Frontify is seeking a Technical Customer Support Engineer to tackle complex technical work, including APIs, MCP, SSO/SAML, and integrations. You'll collaborate with Engineering to resolve root causes and mentor teammates to raise the team's technical depth.

The role involves analyzing trends, improving knowledge bases and AI tooling, and guiding customers through high-stakes conversations. You’ll work in a hybrid model with two days in the office.