At a Glance
- Tasks: Solve complex technical challenges and guide customers through integrations.
- Company: Join Frontify, a vibrant tech company transforming brand experiences.
- Benefits: Enjoy flexible work, health benefits, and opportunities for personal growth.
- Other info: Work from inspiring locations and enjoy a dynamic, inclusive culture.
- Why this job: Be part of an innovative team shaping AI-augmented support.
- Qualifications: 5+ years in Technical Support, SQL fluency, and scripting experience required.
The predicted salary is between 49500 - 60500 £ per year.
We're all about helping brands turn ideas into impact.
Frontify’s brand platform transforms how teams organize digital assets, collaborate on projects, and create engaging campaigns.
Our people empower thousands of marketers and designers — including teams at Microsoft, Volkswagen, and Telefónica — to build engaging brands.
With headquarters in St.
Gallen, Switzerland, and offices in London and New York City, we share a vibrant culture built on creativity, collaboration, inclusion, and joy.
And we’re on the lookout for new team members to share our vision.
If you’re ready for a brand-new adventure, keep reading!
Your mission
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.
- You'll own investigation and resolution of complex technical issues across APIs, integrations, authentication, provisioning, and product behavior.
- You'll guide customers and developers through technical challenges with clear, thoughtful communication across email, chat, and live calls.
- You'll identify root causes, distinguish bugs from configuration or product gaps, and collaborate with Engineering to drive resolutions.
- You'll create high-quality bug reports and provide the technical context that helps Product and Engineering resolve issues efficiently.
- You'll surface recurring customer pain points and partner with Product, Engineering, and Customer Success to improve the product and support experience.
- You'll contribute to scalable support by improving internal documentation, Help Center content, AI knowledge sources, and automation opportunities.
- You'll help evolve our support processes, tooling, and escalation paths as we continue building an AI-augmented support organization.
- You'll create and maintain troubleshooting guides and technical documentation that empower both customers and teammates to solve problems more efficiently.
- You’re comfortable working in a hybrid format, with the ability to come to our London office once per week.
- You have 5+ years of experience in Technical Customer Support, or a similar customer-facing technical role within B2B Saa S.
- You have SQL fluency and hands-on experience with at least one scripting language, such as Python or Java Script.
- You have solid knowledge working knowledge of REST or Graph QL APIs — you’re comfortable reading documentation, debugging requests/responses, and helping customer developers work through integration issues.
- You have strong diagnostic instincts: reading logs, querying data, and isolating issues across distributed systems.
- You're comfortable troubleshooting APIs, integrations, authentication, and distributed systems.
- You thrive in situations where answers aren’t always documented, bringing together product knowledge, customer context, and sound judgment to solve problems thoughtfully, with the team’s support along the way.
- You communicate confidently with both technical and non-technical audiences.
- You speak English fluently.
Why join us?
- Thrive with the tools and support to shape your future at Frontify.
- Be part of a product that connects brands and people with a human touch.
- Enjoy flexibility, opportunities to grow, and exposure to innovative technologies and ideas.
- Join a vibrant, social team—whether you love animals, yoga, or travel, we’ve got the Slack channels for you!
What we offer
- 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
- Important to us
Frontify is a place where authenticity and inclusion thrive, empowering every voice to help shape our future.
We’re committed to providing a fair and accessible recruitment process.
If you have a disability and require reasonable adjustments at any stage, please speak with your Talent Partner.
Any information you share will remain confidential.
Next steps
If there’s a fit, you’ll meet our Talent Partner to discuss your experience and explore whether Frontify is the right place for you.
This description outlines the primary duties of the role, which may evolve in response to business needs and company growth.
We’re looking for someone comfortable with change and excited to contribute to a dynamic environment.
If this sounds like you, come join us and help shape what’s next.
We may conduct preliminary checks for successful candidates, depending on the role and in line with local laws. We’ll share all relevant details during the interview process.
#J-18808-Ljbffr
Senior Technical Support Engineer in London employer: Frontify
At Frontify, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that fosters creativity and collaboration. Our London office provides a hybrid working environment with flexible hours, generous benefits including private health plans, a pension scheme, and opportunities for personal growth through paid educational days. Join us to be part of a team that values authenticity and empowers every voice, all while working with innovative technologies in a dynamic setting.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Frontify. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Frontify before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Engineer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Frontify:Your cover letter is your chance to shine! Tell us why you want to work at Frontify specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Frontify!
How to prepare for a job interview at Frontify
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
