[Hiring] Enterprise Support Specialist @Figma

Role Description

As an Enterprise Specialist on the Product Support team, you'll have the exciting opportunity to partner with the Enterprise Support Manager to help define and elevate our Enterprise Support function. This team will be responsible for crafting what exceptional support looks like for Figma's top customers. You will be delivering the kind of experiences that build trust throughout the Figma community, from customers to key internal partners, such as Sales, Product, and Engineering.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

• 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.

Qualifications

• 3+ years' experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers.
• Experience working with system administration for large end-user communities or guiding customers through complicated implementations.
• Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions.
• Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences.

Requirements

• Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations (preferred).
• Skilled in using tools such as Adobe XD, Sketch, and/or Framer and a passion for UX/UI development (preferred).
• Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics) (preferred).

Benefits

• Equity to employees.
• Competitive package of additional benefits, including health, dental & vision.
• Retirement with company contribution.
• Parental leave & reproductive or family planning support.
• Mental health & wellness benefits.
• Generous PTO and company recharge days.
• Learning & development stipend.
• Work from home stipend.
• Cell phone reimbursement.
• Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.