Enterprise SaaS Support Specialist (Hybrid, Bangalore)

Figma, Inc.; San Francisco (CA); Hybrid; USD 9,500 - 15,000; Full time

Job summary

Figma, Inc. is seeking an Enterprise Support Specialist to join the Customer Operations & Support team in Bangalore on a hybrid basis.

You will diagnose complex inquiries for large-scale organizations, collaborate with Sales and Product, and champion customer advocacy across cross-functional partners. The role emphasizes diagnosing issues, delivering timely resolutions, and influencing tooling and processes to elevate enterprise support.

Qualifications

• 2+ years of experience in a technical SaaS Support environment, ideally supporting Enterprise customers.
• Proficiency in troubleshooting SAML/SSO and SCIM configurations for large-scale organizations.
• Familiarity with system administration for large end-user communities or guiding customers through complex implementations.
• Ability to assess the business impact of technical issues to drive cross-functional alignment, prioritization, and timely resolution.

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 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.

Skills

Technical SaaS Support

Enterprise-level customers

SAML/SSO

SCIM configurations

Troubleshooting

Job description

Figma, Inc. is seeking an Enterprise Support Specialist to join the Customer Operations & Support team in Bangalore on a hybrid basis.

You will diagnose complex inquiries for large-scale organizations, collaborate with Sales and Product, and champion customer advocacy across cross-functional partners. The role emphasizes diagnosing issues, delivering timely resolutions, and influencing tooling and processes to elevate enterprise support.