AI Design Platform Support Specialist

Figma; United States; Remote; USD 6,300 - 9,500; Full time

Job summary

Figma is seeking a Customer Support Specialist to help customers succeed across the product suite. You’ll engage designers and enterprise teams, learn from Product and Engineering, and contribute to guides and processes as products evolve.

This full-time role is based in Bengaluru and aligned with US business hours, offering remote collaboration with global teams and a chance to influence product direction through direct customer feedback.

Qualifications

• 2+ years in a customer support role, ideally at a SaaS company
• Hands-on experience with design tools like the company, and regular use of AI tools in your work
• A knack for technical troubleshooting and explaining complex things simply
• Excellent written English and a warm, human communication style
• Curiosity and a habit of learning new technology on your own

Responsibilities

• Resolve customer tickets in Zendesk, mostly by email, such as helping a designer get back into a locked account or sorting out who can view and edit a shared file
• Troubleshoot technical issues across the company product suite, such as figuring out why a prototype isn’t behaving as expected or why a customer’s AI tool won’t connect to the company
• Review AI-generated output and credit usage to make fair, consistent calls, such as deciding whether a customer’s AI credit usage matches what they were charged and explaining the outcome clearly
• Write clear bug reports and product feedback, such as documenting the steps to reproduce an issue affecting several customers so Engineering can prioritize a fix
• Facilitate calls with customers when email isn’t enough, such as screen-sharing with an Org admin to walk them through their team’s setup
• Stay current as our products evolve, such as joining a launch session with Product Managers and Engineers, then turning what you learned into a guide or macro for the team
• Work from our Bengaluru office during a schedule that aligns with US business hours

Job description

Figma is seeking a Customer Support Specialist to help customers succeed across the product suite. You’ll engage designers and enterprise teams, learn from Product and Engineering, and contribute to guides and processes as products evolve.

This full-time role is based in Bengaluru and aligned with US business hours, offering remote collaboration with global teams and a chance to influence product direction through direct customer feedback.