Enterprise Support Specialist (Bengaluru, India)

Overview

Enterprise Support Specialist on Figma's Customer Operations & Support team, based in the Bangalore hub, delivering technical support to Figma's most strategic B2B Enterprise customers and helping define in-region Enterprise support workflows.

What you'll do

• Develop expertise in Figma's products and the customer journey, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
• Interact with Figma customers daily via email, taking ownership of 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 product and process gaps 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 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 that meet performance expectations and customer commitments
• Recommend foundational tooling and processes in partnership with Product Support Operations teams to ensure Figma is set up to scale

What you'll need

• 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

Nice to 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)

Details

• Location: Bangalore office, hybrid
• Coverage outside standard business hours is part of the role. Shift options: Wednesday to Sunday, 3:30pm to 12:30am IST; Wednesday to Sunday, 11:30pm to 8:30am IST; Thursday to Monday, 5:00am to 2:00pm IST; Friday to Tuesday, 8:00am to 5:00pm IST
• Candidates must keep cameras on during video interviews
• If hired, in-person onboarding is required