Technical Customer Support Specialist - German-speaking

Frontify provides a brand‑management platform used by global companies such as Microsoft, Bosch and Mercedes‑Benz. As a Technical Customer Support Specialist you will act as the go‑to technical problem‑solver for customers who need help with the product, ranging from routine questions to complex SSO, custom‑domain and API setups. Your daily work will involve fielding requests through Intercom (email and chat) and occasional calls, diagnosing root causes, delivering fixes or work‑arounds, and escalating high‑impact tickets to senior support or engineering when needed. You will also configure custom domains and SSO/SAML, manage certificates, keep customers informed during escalations, and contribute to the knowledge base and AI‑driven self‑service tools by documenting solutions and identifying recurring patterns. The role requires fluency in German and English, proven experience in a technical, customer‑facing support position within a SaaS environment, and the ability to own issues from start to finish. You must be comfortable with concepts such as SSO/SAML, DNS, custom domains, APIs and general web technologies, and have worked with modern support platforms like Intercom. A proactive attitude toward AI‑assisted tooling, a strong customer‑experience mindset, systematic problem‑solving, thorough documentation and clear communication with both clients and internal teams are essential. Frontify operates a hybrid model, expecting two days per week in the St. Gallen office, while offering a range of benefits including generous leave, parental and bereavement provisions, health and accident insurance, learning days, a commuter allowance, a pension contribution split (60 % employer, 40 % employee), and the possibility to work from inspiring locations up to 45 days a year. The team values authenticity, inclusion and continuous improvement, and encourages candidates who may not meet every criterion to apply. What the role asks for: - Fluent German language skills - Fluent English language skills - SaaS technical support experience - Knowledge of SSO/SAML, DNS, custom domains, APIs, web tech - Experience with Intercom or similar support tools - Ability to work with AI‑driven automation - Hybrid work: 2 days per week in St. Gallen office - Clear, confident communication with customers and internal teams