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Figma is seeking an Enterprise Support Specialist to join the Customer Operations & Support team in Bengaluru. You will partner closely with the Enterprise Support Manager to define and elevate the Enterprise Support function, helping shape workflows, influence tooling, and raise the bar for exceptional support at Figma.
You will deliver exceptional support experiences for Figma's most strategic customers, building trust across the Figma community and working cross-functionally with Sales, Product, and Engineering teams. Your responsibilities will span technical product support, account administration, and billing inquiries.
Key Responsibilities:
- Develop deep expertise in Figma's products and customer journeys (from Product Designers to Account Administrators) to accurately diagnose sophisticated inquiries
- Interact with customers daily via email, owning cases from start to resolution
- Partner with Sales teams to guide large-scale organizations through complex workspace configurations and technical issue resolution
- Act as the voice of the customer, capturing product and process gaps and presenting data-backed cases for feature development and process automation
- Serve as the designated point of contact for high-risk escalations, proactively engaging appropriate partners and owning communication through resolution
- Identify trends and communicate insights to 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, personalized interactions
- Recommend foundational tooling and processes in partnership with Product Support Operations teams to ensure scalability
This role requires coverage during non-standard business hours to support global customers. Shift options include:
- Wednesday to Sunday, 3:30 PM – 12:30 AM IST
- Wednesday to Sunday, 11:30 PM – 8:30 AM IST
- Thursday to Monday, 5:00 AM – 2:00 PM IST
- Friday to Tuesday, 8:00 AM – 5:00 PM IST
The role is hybrid-based from the Bangalore office.
Requirements:
- 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 with 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)
