Job Description

As an Enterprise Support Specialist, you will partner with the Enterprise Support Manager to define and elevate the Enterprise Support function. You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working cross functionally to deliver an exceptional experience.

Responsibilities

• Develop expertise of Figma's products and the journey of our customers
• Interact with Figma customers daily via email
• Partner closely with Sales and Solution Architect teams
• Operate as the voice of the customer
• Act as designated point of contact for high-risk escalations and issues
• Identify trends and communicate insights to our Product and Engineering teams
• Engage in pilot programs and experimentation
• Recommend foundational tooling and processes
• Develop documentation and training materials

Requirements

• 3+ years experience in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
• Proven track record of troubleshooting SAML/SSO and SCIM configurations
• Background with system administration for large end-user communities
• Experience in evaluating the business impact of technical issues
• Consultative communication skills
• A bias for action to drive for results

Benefits

• No benefits