Technical Customer Support Specialist - German-speaking

Frontify
Switzerland
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Customer-centric","Root-cause troubleshooting","Clear communication","Documentation","Collaboration"]

Provide technical customer support as the first point of contact via Intercom (email/chat) and occasional calls, troubleshooting and resolving issues end to end. Diagnose root causes, deliver clear workarounds, and escalate critical cases with the right context. Own customer setup tasks including custom domains and SSO/SAML, coordinating against go-live deadlines. Improve support self-service by documenting solutions and feeding gaps back to AI tooling and Engineering.

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FursaFursa
Frontify
Frontify
4 weeks ago

Technical Customer Support Specialist - German-speaking

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Provide technical customer support as the first point of contact via Intercom (email/chat) and occasional calls, troubleshooting and resolving issues end to end. Diagnose root causes, deliver clear workarounds, and escalate critical cases with the right context. Own customer setup tasks including custom domains and SSO/SAML, coordinating against go-live deadlines. Improve support self-service by documenting solutions and feeding gaps back to AI tooling and Engineering.
Location: Switzerland
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the technical front line and primary point of contact for customers via Intercom (email/chat) and occasional calls.
  • •Troubleshoot, diagnose, and resolve issues to the customer’s satisfaction; provide workarounds and report bugs with needed detail.
  • •Coordinate and implement customer technical setups including custom domain and SSO/SAML setups, handling certificate renewals and go-live deadlines.
  • •Escalate critical/high-impact issues to senior support or Engineering with context, keeping customers informed on timelines.
  • •Improve support self-service by documenting troubleshooting steps (FAQs/knowledge base) and contributing to AI tooling deflection and knowledge base improvements.

Pay and Benefits

Perks:Annual LeaveParental LeaveAccident InsuranceHome OfficePension FundCommuter Benefits

Key Requirements

  • •Speak German and English fluently.
  • •Experience in a technical, customer-facing support role in a SaaS environment, owning issues end to end.
  • •Strong technical aptitude with SSO/SAML, DNS/custom domains, APIs, and web technologies.
  • •Comfort working with modern support tooling like Intercom and collaborating with AI/automation.
  • •Strong customer experience instincts, root-cause problem solving, and clear documentation.
Experience:SaaSCustomer support
Skills:Customer-centricRoot-cause troubleshootingClear communicationDocumentationCollaboration
Languages:GermanEnglish
Tech Stack:IntercomSSOSAMLDNSCustom domainsAPIsWeb technologiesFin

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