Enterprise Support Specialist

• Join the Product Support team as an Enterprise Specialist, supporting Figma's most strategic customers with high-quality, reliable, and efficient support across complex use cases. • Partner closely with the Enterprise Support Manager to deliver and continuously improve the Enterprise Support experience. • Bring technical expertise in working with Enterprise-level customers to diagnose issues, determine solutions, and anticipate customer impact. • This is a hybrid role held from the London hub.

• Have 3+ years of experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers. • Have experience troubleshooting SAML/SSO and SCIM configurations for large-scale organisations. • Have experience working with system administration for large end-user communities or guiding customers through complicated implementations. • Have experience evaluating business impact of technical issues to drive cross-functional alignment, prioritisation, and timely resolutions.

• Be skilled in using tools such as Adobe XD, Sketch, and/or Framer with a passion for UX/UI development. • Have familiarity with or willingness to learn AI concepts such as prompt refinement, natural language tools, generative AI, and machine learning basics.

• Develop expertise of Figma's products and the journey of 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 organisations through complex workspace configurations, acting quickly to address technical issues. • Operate as the voice of the customer, capturing product and process gaps 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. • Identify trends and communicate insights to Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements. • Engage in pilot programmes and experimentation to identify efficient approaches for delivering fast and personalised interactions. • Recommend foundational tooling and processes in partnership with Product Support Operations teams to ensure scalability.

• Work from Figma's London hub in a hybrid arrangement. • Support some of the world's most strategic design teams. • Join a close-knit company with a strong culture that promotes inclusivity and collaboration.

Figma's platform helps teams bring ideas to life, whether brainstorming, creating prototypes, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. Figma is an equal opportunity workplace dedicated to building an inclusive and diverse team.