Senior Technical Customer Support Specialist

What you'll do

Lead on complex technical issues

Own escalated and complex cases involving APIs, integrations, MCP, and advanced SSO/SAML configurations.

Reproduce and debug issues using API tools, logs, browser developer 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.

Prevent problems, not just fix them

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.

Own advanced technical setups

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.

Mentor and raise the bar

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.

Lead knowledge and AI improvements

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.

Drive quality

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.

What you'll bring

Several years in technical support, support engineering, or a 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.

A track record of solving complex, ambiguous problems and preventing them from coming back.

Confidence in high-stakes customer conversations, including with technical audiences.

Experience mentoring or teaching others, formally or informally.

A systems mindset. You see patterns across tickets and act on them.

Clear communication that works for both customers and engineers.

How we'll measure success

Complex and escalated cases resolved quickly and with high customer satisfaction.

Fewer repeat technical issues because of the patterns you caught and the fixes you drove.

A team that gets more technically capable through your mentoring and documentation.

Advanced setups and integrations delivered on time and built to last.