Technical Customer Support Specialist - German-speaking

Frontify
Switzerland
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer-focused","Problem-solving","Communication","Documentation"]

Serve as the technical front line for customers of a brand asset platform, resolving issues via email, chat, and occasional calls. Troubleshoot reported problems to root cause, provide workarounds, and escalate critical issues with the right context. Own customer SSO/SAML and custom domain setups, while documenting fixes and improving self-service. Help advance AI support tooling by spotting gaps and feeding back recurring issues.

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FursaFursa
Frontify
Frontify
1 day ago

Technical Customer Support Specialist - German-speaking

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Serve as the technical front line for customers of a brand asset platform, resolving issues via email, chat, and occasional calls. Troubleshoot reported problems to root cause, provide workarounds, and escalate critical issues with the right context. Own customer SSO/SAML and custom domain setups, while documenting fixes and improving self-service. Help advance AI support tooling by spotting gaps and feeding back recurring issues.
Location: Switzerland
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Act as the primary point of contact for technical assistance via Intercom (email/chat) and occasional calls.
  • •Troubleshoot and resolve customer issues by diagnosing root causes and implementing effective solutions.
  • •Coordinate and implement customer Custom Domain and SSO/SAML setups, including certificate handling and renewals.
  • •Document troubleshooting steps and solutions so the whole team can benefit.
  • •Improve support via AI and self-service: provide feedback to AI tooling, educate customers on self-help resources, and contribute to support documentation and quality reviews.

Pay and Benefits

Perks:Paid LeaveParental LeaveHealth InsuranceAccident InsurancePensionHome OfficeCommuter BenefitsLearning Budget

Key Requirements

  • •Speak German and English fluently.
  • •Experience in a technical, customer-facing support role in a SaaS environment.
  • •Comfort owning issues end to end and troubleshooting problems to resolution.
  • •Technical aptitude with concepts like SSO/SAML, DNS and custom domains, APIs, and web technologies.
  • •Experience with modern support tooling (Intercom or similar) and interest in working with AI and automation.
Experience:SaaS
Skills:Customer-focusedProblem-solvingCommunicationDocumentation
Languages:GermanEnglish
Tech Stack:IntercomSSOSAMLDNSCustom domainsAPIsWeb technologiesAI support toolingFin

Company Brief

Frontify
Provides a cloud-based brand management platform that helps companies centralize brand assets, design systems, guidelines, and collaboration tools to ensure consistent brand experiences across teams and channels.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series B
Headquarters: St. Gallen, Switzerland
Founded: 2013
WebsiteLinkedIn