Customer Support Specialist (Bengaluru, India)
Figma · Posted Oct 19
Collaborative interface design, prototyping, coding, and whiteboarding platform
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About the role
Figma's support team helps customers succeed with the Figma product suite, from individual designers to large enterprise teams, and works closely with Product and Engineering on what customers report. The role is a full-time, Bengaluru office-based position on a schedule aligned with US business hours. The specialist resolves tickets in Zendesk, troubleshoots technical issues across the product suite including AI features, reviews AI credit usage, and writes bug reports and product feedback.
What you will do
- 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 Figma 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 Figma
- 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
Skills used in this role
What the employer is looking for
- 2+ years in a customer support role, ideally at a SaaS company
- Hands-on experience with design tools like Figma, 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
Preferred qualifications
- Professional experience in UX or product design
- Familiarity with AI design or code-generation tools
- Working knowledge of Zendesk
- Background in supporting both self-serve and enterprise customers
Benefits and support
- Compensation and benefits are detailed in the job posting
About Figma
Figma is a cloud-based collaborative interface design and digital whiteboard platform that enables teams to build digital products together. The platform integrates vector editing, prototyping, coding tools, and generative AI agents to support workflows from initial ideation to production deployment.
- Industry
- Software
- Company size
- 1800+ employees
- Founded
- 2012
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $749M raised
- 2024-05-15Series F$416M
Leadership
Co-Founder, CEO & Chairman
Chief Financial Officer & Treasurer
Chief Design Officer
Chief People Officer
Chief Marketing Officer
Recent coverage
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