Enterprise SaaS Support Specialist

Visa Hunt; Greater London; Hybrid; GBP 75,000 - 98,000; Full time

Job summary

Figma is growing its Enterprise Support team in London to deliver high-quality, reliable support for strategic customers. The Enterprise Specialist will diagnose complex inquiries, partner with Sales, Product, and Engineering, and advocate for customers while ensuring smooth account setups and escalations are managed efficiently.

You will develop deep product knowledge, guide large-scale configurations, and contribute to data-driven improvements while operating in a hybrid London role.

Qualifications

• 3+ years’ experience in a technical SaaS support environment, ideally with Enterprise customers.
• Experience troubleshooting SAML/SSO and SCIM configurations for large organizations.
• Experience with system administration for large end-user communities or complex implementations.
• Ability to evaluate business impact of technical issues to drive cross-functional alignment.

Responsibilities

• Develop expertise of our products and customer journey to diagnose sophisticated inquiries.
• Interact with customers daily via email, owning cases from start to resolution.
• Collaborate with Sales to guide large organizations through workspace configurations.
• Act as voice of the customer to present data-backed cases for feature development.
• Be point of contact for high-risk escalations and communicate through to resolution.
• Identify trends and share insights with Product and Engineering for improvements.
• Participate in pilot programs to identify efficient, fast, personalized interactions.
• Recommend tooling and processes with Product Support Operations to scale.

Skills

Enterprise support experience

SaaS knowledge

Complex problem solving

Cross-functional collaboration

Tools

SAML/SSO

SCIM

Adobe XD

Sketch

Framer

Job description

Figma is growing its Enterprise Support team in London to deliver high-quality, reliable support for strategic customers. The Enterprise Specialist will diagnose complex inquiries, partner with Sales, Product, and Engineering, and advocate for customers while ensuring smooth account setups and escalations are managed efficiently.

You will develop deep product knowledge, guide large-scale configurations, and contribute to data-driven improvements while operating in a hybrid London role.