Enterprise Support Specialist

About the role

Figma is seeking an Enterprise Support Specialist to join our Product Support team in London. You will work alongside the Enterprise Support Manager to provide high-level technical assistance to our most strategic clients and help refine our support operations.

Key facts

What you'll do

• Master the Figma platform to provide accurate technical guidance to designers and account administrators.
• Manage customer inquiries via email, maintaining ownership of each case until it is resolved.
• Collaborate with Sales to assist large organizations with workspace setup and technical configurations.
• Serve as a customer advocate by identifying product gaps and using data to influence feature development.
• Act as the primary point of contact for high-risk escalations, coordinating with internal teams to reach solutions.
• Analyze trends to report bug fixes and process improvements to Engineering and Product teams.
• Participate in pilot programs to test new support methods and improve interaction efficiency.
• Work with Product Support Operations to recommend tools and processes for scaling.

Requirements

• 3+ years of experience in a technical SaaS support environment, preferably with Enterprise clients.
• Proficiency in troubleshooting SCIM and SAML/SSO configurations for large organizations.
• Background in system administration for large user bases or guiding clients through complex implementations.
• Ability to assess the business impact of technical problems to prioritize resolutions across departments.

Nice to have

• Proficiency in Framer, Sketch, or Adobe XD and interest in UX/UI development.
• Familiarity with AI concepts such as generative AI, machine learning basics, or prompt refinement.

Skills & tools

• Technical support for SaaS
• SAML/SSO and SCIM configuration
• System administration
• Enterprise account management

Practical notes

Figma is an equal opportunity employer. We provide reasonable accommodations for candidates with disabilities; requests can be sent to accommodations-ext@figma.com. During the interview process, candidates are expected to keep cameras on. New hires must attend in-person onboarding. Your application data will be processed according to the Figma Candidate Privacy Notice.