Enterprise Support Specialist (Bengaluru, India)

Figma, Inc.; San Francisco (CA); Hybride; USD 9 500 - 15 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Technical SaaS Support

Enterprise-level customers

SAML/SSO

SCIM configurations

Troubleshooting

Description du poste

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you’re brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

As an Enterprise Support Specialist on the Customer Operations & Support team, you’ll have the opportunity to partner closely with the Enterprise Support Manager to define and elevate our Enterprise Support function. As part of the growing team in our Bangalore hub, you’ll also help define how we operate in-region - shaping workflows, influencing tooling, and raising the bar for what great Enterprise support looks like at Figma. This team is responsible for crafting what exceptional support looks like for Figma's most strategic customers. You will be delivering the kind of experiences that build trust throughout the Figma community, from customers to key internal partners, such as Sales, Product, and Engineering.

We're looking for a technical support expert experienced in working with B2B Enterprise-level customers with an ability to understand and help with their unique needs. You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working cross functionally to deliver an exceptional experience. The work you do will span over technical product, account administration and billing.This role requires coverage during non-standard business hours to support global customers.

Coverage outside standard business hours is part of this role. Your shift days and hours will be one of the following:

• Wednesday to Sunday, 3.30pm IST - 12.30am IST
• Wednesday to Sunday, 11.30pm IST - 8.30am IST
• Thursday to Monday, 5.00am IST - 2.00pm IST
• Friday to Tuesday, 8.00am IST - 5.00pm IST

This role will be held from our Bangalore office on a hybrid basis.

What you'll do at Figma:

• 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
• Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale

We’d love to hear from you if you have:

• 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

While it’s not required, it’s an added plus if you also have:

• Skilled in using tools such as Adobe XD, Sketch, and/or Framer and a passion for UX/UI development
• Familiarity and willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [e-mail] . These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice .