Fast Facts
Join Figma as an Enterprise Support Specialist, where you'll deliver exceptional support to our enterprise customers and work closely with Sales, Product, and Engineering teams to enhance user experiences.
Responsibilities: As an Enterprise Support Specialist, you'll diagnose issues, manage escalations, and advocate for customer needs while collaborating with various internal teams to improve processes and features.
Skills: Required skills include 3+ years in a technical support role for SaaS products, proficiency in Spanish, and experience in system administration for large organizations.
Qualifications: Preferred qualifications include experience with SAML/SSO and SCIM configurations, familiarity with design tools like Adobe XD, and a willingness to learn AI concepts.
Location: Remote within the United States or from one of Figma's US hubs in San Francisco or New York.
Compensation: Not provided by employer. Typical compensation ranges for this position are between $80,000 - $120,000.
As an Enterprise Specialist on the Product Support team, you’ll have the exciting opportunity to partner with the Enterprise Support Manager to help define and elevate our Enterprise Support function. This team will be responsible for crafting what exceptional support looks like for Figma's top customers. You will be delivering the kind of experiences that build trust throughout the Figma community, from customers to key internal partners, such as Sales, Product, and Engineering.
We're looking for a technical support expert experienced in working with enterprise-level customers with an ability to understand and help with their unique needs. You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working cross functionally to deliver an exceptional experience.
This is a full time role that can be held from one of our US hubs or remotely in the United States.
What you’ll do at Figma:
- 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
We'd love to hear from you if you have:
- 3+ years experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
- Proficiency in spoken and written Spanish at a professional level
- Experience working with system administration for large end-user communities or guiding customers through complicated implementations
- Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions
While not required, it’s an added plus if you also have:
- Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
- Skilled in using tools such as Adobe XD, Sketch, and/or Framer and a passion for UX/UI development
- Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)
At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
