Description
Figma is growing its team of passionate creatives and builders on a mission to make design accessible to all. As an Enterprise Specialist on the Product Support team, you'll partner closely with the Enterprise Support Manager to deliver and continuously improve our Enterprise Support experience.
This team is responsible for supporting Figma's most strategic customers, ensuring high-quality, reliable, and efficient support across complex use cases. You'll play a key role in building trust with customers and collaborating with internal partners such as Sales, Product, and Engineering.
We're looking for a technical support expert experienced in working with Enterprise-level customers with the ability to understand and support their unique needs. You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working cross-functionally to deliver an exceptional experience.
Key responsibilities include:
- Developing expertise in Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
- Interacting with Figma customers daily via email, taking ownership of cases from start to resolution
- Partnering closely with Sales teams to guide large-scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
- Operating 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
- Acting as the designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners and owning communication through to resolution
- Identifying trends and communicating insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
- Engaging in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
- Recommending 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:
- 3+ years of experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
- Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
- Experience working with system administration for large end-user communities or guiding customers through complex implementations
- Experience evaluating the business impact of technical issues to drive cross-functional alignment, prioritization, and timely resolutions
- Fluency in Korean and English, with the ability to support Korean-speaking customers and stakeholders
While not required, it's an added plus if you also have:
- Experience using tools such as Adobe XD, Sketch, and/or Framer, with a passion for UX/UI development
- Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)
This role will be based out of our Singapore Hub.