Enterprise Support Specialist (Bengaluru, India)
Figma · Posted Oct 23
Collaborative interface design, prototyping, coding, and whiteboarding platform
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About the role
Figma's Customer Operations & Support team is responsible for crafting what exceptional support looks like for Figma's most strategic customers, and this role joins the growing Bangalore hub to help define how the team operates in-region. The work spans Figma's design and collaboration platform, covering technical product issues, account administration, and billing for B2B Enterprise customers. The specialist diagnoses and resolves inquiries, partners with Sales, Product, and Engineering, and handles high-risk escalations during non-standard business hours.
What you will do
- 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
Skills used in this role
What the employer is looking for
- 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
Preferred qualifications
- 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)
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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