Enterprise Support Specialist

Responsibilities

• Partner with the Enterprise Support Manager to define and elevate the support function for Figma's most strategic customers in the Bengaluru hub.
• Diagnose sophisticated technical inquiries and take ownership of customer cases from initial contact to resolution.
• Collaborate with Sales teams to guide large-scale organizations through complex workspace configurations and account setups.
• Act as the voice of the customer by identifying product and process gaps and presenting data-backed cases for feature development.
• Serve as the designated point of contact for high-risk escalations, ensuring proactive communication and timely solutions.
• Identify technical trends and communicate insights to Product and Engineering teams to advocate for bug fixes and enhancements.
• Recommend foundational tooling and processes to help the support function scale effectively.

Requirements

• 3+ years of experience in a technical SaaS support environment, ideally supporting Enterprise-level customers.
• Proven experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations.
• Experience with system administration for large end-user communities or guiding customers through complex implementations.
• Ability to evaluate the business impact of technical issues to drive cross-functional prioritization.
• Fluency in English.

Preferred Qualifications

• Proficiency with design tools such as Adobe XD, Sketch, and/or Framer.
• A passion for UX/UI development.
• Familiarity with or a willingness to learn AI concepts, including generative AI and machine learning basics.

About the Company

Figma is on a mission to make design accessible to all. Our platform helps teams bring ideas to life—whether brainstorming, prototyping, or translating designs into code. Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.