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 person our customers trust to get them unstuck. You'll own issues from first message to resolution across email, chat, and the occasional call, from product questions to standard SSO and custom domain setups. Every customer should leave feeling looked after, not just closed out. You'll also help our support system get smarter: improving our knowledge base, sharpening what our AI tooling can resolve on its own, and spotting the patterns that turn repeat tickets into permanent fixes. What you'll do Own the front line Serve as the primary point of contact for customers through Intercom (email and chat), with occasional calls for setups. Resolve product and technical questions independently, with timely, clear, genuinely helpful responses. Teach customers the features and best practices that prevent the next issue, not just fix the current one. Troubleshoot and triage with judgment Diagnose reported issues, find the cause, and resolve them yourself whenever you can. Use sound judgment in non-routine situations, and know when an issue needs a support engineer or our Engineering team. Escalate with clean, complete context: steps to reproduce, what you've ruled out, and customer impact, so the next person can act fast. Keep customers informed on progress and timelines throughout an escalation. Provide clear workarounds where a full fix isn't available yet, and report bugs with the detail Engineering needs. Run standard technical setups Implement Custom Domain and standard SSO/SAML setups, including certificate renewals. Drive setups to completion against customer go-live dates, and hand off complex cases to senior support with the right context. Make support smarter with AI and self-service Work alongside our AI support tooling (Fin and related automation), flag where it falls short, and feed back the gaps. Point customers to self-help resources and help them get comfortable using them. Build the knowledge base Regularly review and update FAQs, help articles, and troubleshooting guides, and fill gaps before they turn into tickets. Share what you learn so the whole team gets faster. Drive quality and improvement Uphold our quality standards and take part in regular quality reviews and training. Take initiative on improvements within your own work and suggest process changes when you see recurring friction. 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. What you'll bring Experience in a customer-facing support role at a SaaS company, and comfort owning issues end to end. Solid technical aptitude. You understand the basics of SSO, DNS and custom domains, and web technologies, and you're eager to learn more - we’re happy to train you on that. Experience with modern support tools (Intercom or similar), and excitement about working alongside AI and automation. A real instinct for customer experience. You care how customers feel, not just whether the ticket closed. Good judgment about when to solve and when to escalate. Clear, confident writing and communication with customers and internal teams. How we'll measure success High customer satisfaction a