Enterprise SaaS Support Specialist (Tech Advocate)

Figma; Greater London; Ibrido; GBP 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Figma is seeking an Enterprise Specialist on the Product Support team to partner with the Enterprise Support Manager and deliver high-quality support to strategic customers. You will diagnose issues, provide solutions, and advocate for customers while working with Sales, Product, and Engineering.

This full-time hybrid role can be held from our London hub, focusing on escalations, workspace configurations, and driving improvements across the support experience.

Competenze

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

Mansioni

• Develop expertise of Figma products and customer journeys to diagnose inquiries accurately.
• Interact with customers daily via email and own cases from start to resolution.
• Guide large-scale organizations through complex workspace configurations and quick issue resolution.
• Capture product and process gaps and present data-backed cases for new features and improvements.
• Act as a point of contact for high-risk escalations and manage communication until resolution.
• Identify trends and advocate for bug fixes and improvements with Product and Engineering.
• Participate in pilots to test efficient approaches and scale delivery.
• Recommend tooling and processes with Product Support Operations to support growth.

Conoscenze

SaaS support

Enterprise customer support

SAML/SSO & SCIM troubleshooting

Cross-functional collaboration

Strumenti

Adobe XD

Sketch

Framer

Descrizione del lavoro

Figma is seeking an Enterprise Specialist on the Product Support team to partner with the Enterprise Support Manager and deliver high-quality support to strategic customers. You will diagnose issues, provide solutions, and advocate for customers while working with Sales, Product, and Engineering.

This full-time hybrid role can be held from our London hub, focusing on escalations, workspace configurations, and driving improvements across the support experience.