Enterprise Support Specialist

Responsibilities

• Support Figma’s most strategic Enterprise customers by diagnosing sophisticated technical inquiries and ensuring high-quality service.
• Partner with Sales teams to guide large-scale organizations through complex workspace configurations and account setups.
• Act as a customer advocate by capturing product and process gaps to drive feature development and automation.
• Manage high-risk escalations, serving as the primary point of contact and owning communication through to resolution.
• Identify technical trends and communicate actionable insights to Product and Engineering teams to advocate for bug fixes and enhancements.
• Collaborate with Product Support Operations to recommend foundational tooling and processes to help the team scale.

Requirements

• 3+ years of experience in a technical SaaS support environment, specifically 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 and resolution.

Preferred Qualifications

• Proficiency with design tools such as Adobe XD, Sketch, and/or Framer.
• A passion for UX/UI development and design workflows.
• 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.