Senior Technical Support Engineer

Frontify seeks a Senior Technical Support Engineer in the Sankt Gallen area to handle complex API and integration issues within an evolving, AI-augmented support structure.

As the support team integrates AI to handle routine inquiries, this position focuses on high-level technical problem-solving. The engineer serves as a trusted partner for both clients and internal departments, investigating intricate system issues and guiding technical integrations with a blend of expert knowledge and human judgment.

Responsibilities

• Lead the investigation and resolution of sophisticated technical problems involving APIs, authentication, provisioning, and core product behavior.
• Assist customers and developers in navigating technical hurdles through clear communication via email, chat, and phone.
• Determine root causes by distinguishing between software bugs, configuration errors, and product limitations, then work with Engineering to fix them.
• Draft detailed bug reports and provide technical context to accelerate resolution efforts by Product and Engineering teams.
• Highlight recurring customer pain points and collaborate with Product, Engineering, and Customer Success to enhance the overall product and support experience.
• Improve scalable support by updating internal documentation, Help Center articles, AI knowledge bases, and identifying automation opportunities.
• Help refine support processes, tools, and escalation paths as the organization develops its AI-augmented support framework.
• Develop and maintain troubleshooting guides and technical documentation to empower users and colleagues.

Requirements

• At least five years of experience in Technical Support, Solutions Engineering, or a comparable customer-facing technical role within the B2B SaaS sector.
• Proficiency in SQL and practical experience with a scripting language like Python or JavaScript.
• Strong working knowledge of REST or GraphQL APIs, including the ability to read documentation, debug requests and responses, and resolve integration issues.
• Sharp diagnostic skills, such as reading logs, querying data, and isolating issues within distributed systems.
• Comfort with troubleshooting APIs, integrations, authentication mechanisms, and distributed systems.
• Fluent proficiency in English.

Nice to have

• Ability to solve problems effectively in situations where answers are not explicitly documented, relying on product knowledge and judgment.

What the company offers

• Minimum of 25 days of annual leave.
• Parental, family care, and bereavement leave.
• Daily sickness benefits and accident insurance.
• Paid days off for education and wellbeing.
• Allowances for wellbeing, learning and development, and commuting.
• Budget for home office setup.
• Pension fund with employer contributions covering 60% and employee contributions covering 40%.
• Access to exclusive perks and discounts from numerous top brands.
• Workation opportunity: Work from inspiring locations around the world for up to 45 days per year.
• Invitation to the annual summer company meet-up.

About the company

Frontify fosters a vibrant culture centered on creativity, collaboration, inclusion, and joy. The company values authenticity and ensures every voice is empowered to help shape the future. It is committed to an inclusive hiring process and supports necessary adjustments during recruitment.

• A vibrant culture built on creativity, collaboration, inclusion, and joy.
• Authenticity and inclusion thrive, empowering every voice to help shape the future.
• Commitment to an inclusive hiring experience with support for adjustments during recruitment.