Technical Customer Support Specialist - German-speaking

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 l