Enterprise Support Specialist (Bengaluru, India)

Figma is growing its team of creatives and builders on a mission to make design accessible to all.

As an Enterprise Support Specialist on the Customer Operations & Support team, you'll partner closely with the Enterprise Support Manager to define and elevate the Enterprise Support function.

Your responsibilities will include:

• Developing expertise in Figma's products and customer journey to diagnose sophisticated inquiries
• Interacting with customers daily via email to resolve cases
• Partnering with Sales teams to guide large-scale organizations through complex workspace configurations
• Operating as the voice of the customer to capture product and process gaps
• Acting as a designated point of contact for high-risk escalations and issues
• Identifying trends and communicating insights to Product and Engineering teams
• Engaging in pilot programs and experimentation to identify efficient approaches
• Recommending foundational tooling and processes to ensure scalability

Requirements:

• 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

Nice to 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

Figma offers a hybrid work arrangement from its Bangalore office.

The role requires coverage during non-standard business hours to support global customers.