Enterprise Support Specialist

About this role

Provide technical and account support to Figma’s strategic enterprise customers, owning cases from diagnosis through resolution. Partner with Sales, Product, Engineering, and Support Operations to resolve escalations, improve customer workflows, and help scale the regional support function. The role is based in Figma’s Bengaluru office and requires coverage during non-standard business hours.

About the company

Figma is a collaborative design platform for product teams to create interfaces, prototypes, and design systems in the browser. It helps designers and developers work together on digital products from ideation through handoff.

The team

Customer Operations & Support, Enterprise Support

Stack

What you'll do

• Troubleshoot complex product, account administration, and billing inquiries via email.
• Guide large organizations through workspace configurations and account setup in partnership with Sales.
• Own high-risk escalations and customer communications through resolution.
• Share customer insights with Product and Engineering to advocate for bug fixes and improvements.
• Recommend tools and processes to help Enterprise Support scale.
• Participate in pilots and experiments to improve support efficiency and personalization.

What we're looking for

• At least 2 years of experience in technical SaaS support, ideally with enterprise customers.
• Proficiency troubleshooting SAML/SSO and SCIM configurations.
• Experience with system administration for large user communities or guiding customers through complex implementations.
• Ability to assess business impact and coordinate cross-functional prioritization and resolution.

Nice to have

• Experience with Adobe XD, Sketch, or Framer and interest in UX/UI.
• Familiarity with AI concepts and willingness to learn about generative AI and machine learning.