Enterprise Support Specialist (Bengaluru, India)

Develop expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries

Interact with Figma customers daily via email, taking ownership over cases from start to resolution

Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup

Operate 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

Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution

Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements

Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments

Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale

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

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 (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [email protected]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

Holding interviews in an accessible location

Enabling closed captioning on video conferencing

Ensuring all written communication be compatible with screen readers

Changing the mode or format of interviews

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.

Application limits: To help candidates focus on the opportunities most relevant to their skills and experience, Figma limits the number and frequency of applications. These limits apply to all roles:

Candidates may submit up to 5 applications during any rolling 30-day period.

Candidates may not reapply to the same role while an application is active or within 90 days of receiving a rejection.

Once the applicable days has passed, candidates are welcome to apply again.