Senior Technical Support Engineer

Frontify's support team is evolving. As AI takes on a growing share of routine customer questions, the work that reaches our team is increasingly technical, integration-heavy, and cross-functional. That's where you come in. As a Senior Technical Support Engineer, you'll help shape what modern, AI-augmented support looks like at Frontify, solving the complex challenges where curiosity, technical expertise, and human judgment make the biggest impact. You'll become a trusted technical partner for both our customers and internal teams, investigating complex issues, guiding customers through integrations, and turning technical challenges into opportunities to improve our product and support experience. Working closely with Product, Engineering, and Customer Success, you'll help us scale support in smarter ways while ensuring every customer receives thoughtful, expert guidance when they need it most.

Responsibilities

Own investigation and resolution of complex technical issues across APIs, integrations, authentication, provisioning, and product behavior; Guide customers and developers through technical challenges with clear, thoughtful communication across email, chat, and live calls; Identify root causes, distinguish bugs from configuration or product gaps, and collaborate with Engineering to drive resolutions; Create high-quality bug reports and provide the technical context that helps Product and Engineering resolve issues efficiently; Surface recurring customer pain points and partner with Product, Engineering, and Customer Success to improve the product and support experience; Contribute to scalable support by improving internal documentation, Help Center content, AI knowledge sources, and automation opportunities; Help evolve our support processes, tooling, and escalation paths as we continue building an AI-augmented support organization; Create and maintain troubleshooting guides and technical documentation that empower both customers and teammates to solve problems more efficiently

Requirements

5+ years of experience in Technical Customer Support, or a similar customer-facing technical role within B2B SaaS; SQL fluency and hands-on experience with at least one scripting language, such as Python or JavaScript; Solid working knowledge of REST or GraphQL APIs; Strong diagnostic instincts: reading logs, querying data, and isolating issues across distributed systems; Comfortable troubleshooting APIs, integrations, authentication, and distributed systems; Thrives in situations where answers aren't always documented; Communicates confidently with both technical and non-technical audiences; Speaks English fluently; Comfortable working in a hybrid format, with the ability to come to our London office once per week

Benefits

Private health benefits and health cash plan; Pension scheme: 5% matched; A minimum of 25 days of annual leave per year; Paid educational and wellbeing days off; Wellbeing, learning and development, and commuter allowance; Home office setup budget; Weekly free office lunch; Localised benefits; Workation: Work from inspiring locations around the world (45 days annually); Invite to our summer company meet-up