Enterprise Support Specialist

✨ What you’ll be working on

What you’ll do at Figma:

• Develop expertise of Figma’s products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
• Interact with Figma customers daily via email, taking ownership over cases from start to resolution
• Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
• Operate as the voice of the customer, capturing both product and process gaps in the experience and presenting data-backed cases for new feature development and process automation
• Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
• Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
• Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
• Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale

We’d love to hear from you if you have:

• 2+ years of experience in a technical SaaS Support environment, ideally supporting Enterprise customers
• Proficiency in troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
• Familiarity with system administration for large end-user communities or guiding customers through complex implementations
• Ability to assess the business impact of technical issues to drive cross-functional alignment, prioritization, and timely resolution

While it’s not required, it’s an added plus if you also have:

• Skilled in using tools such as Adobe XD, Sketch, and/or Framer and a passion for UX/UI development
• Familiarity and willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)