Support Specialist

Summary

Join Figma's growing team as one of the first Enterprise Specialists on the Product Support team and help define and elevate the Enterprise Support function. Partner with the Enterprise Support Manager to craft exceptional support for Figma's top customers, delivering experiences that build trust. Diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate. This full-time role can be based in a US hub or remotely in the United States. You will work cross-functionally to deliver an exceptional customer experience and contribute to product and process improvements. The role involves collaborating with various teams, including Sales, Solution Architects, Product, and Engineering, to ensure successful account setup and address technical issues.

Requirements

• 3+ years experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
• Proven track record of troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
• Background with system administration for large end-user communities or guiding customers through complicated implementations
• Experience in evaluating the 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
• A bias for action to drive for results. If you see something that can be done differently, you say something, and you advocate on behalf of the customer

Responsibilities

• 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 and Solution Architect 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
• Work with the Product Support Learning and Performance team to develop documentation and training materials for future Enterprise Advocates

Preferred Qualifications

• Experience working with design tools like Adobe XD, Sketch, and/or Framer and a passion for UX/UI design
• Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles