Enterprise SaaS Support Specialist (Tech Advocate)

Visa Hunt; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

SaaS support

Enterprise customer support

SAML/SSO & SCIM troubleshooting

Cross-functional collaboration

Tools

Adobe XD

Sketch

Framer

Job description

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.