Enterprise Support Specialist

As an Enterprise Specialist on Figma’s Product Support team you have the exciting opportunity to work with the Enterprise Support Manager to elevate and evolve the Enterprise Support function.  This team is responsible for providing exceptional support 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 support expert with an ability to understand what it means to work with Enterprise-level customers and help with their unique needs. You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working as part of a team 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 technical teams to advocate for bug fixes, process improvements, and feature enhancements.
• Work with the Product Support Learning and Performance team to develop documentation and training materials for future Enterprise Advocates.

We'd love to hear from you if you have:

• 2+ years’ experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers.
• Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences. 
• A bias for action to drive for results. If you see something that can be done differently, you say something, and you advocate on behalf of the customer. 
• Resilience and adaptability. You're motivated by experimenting, building, and doing what's right for the customer and are confident through times of change and ambiguity.

While it’s not required, it’s an added plus if you also have:

• Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions.
• Experience working with system administration for large end-user communities or guiding customers through complicated implementations.
• Bonus: Experience working with design tools like Adobe XD, Sketch, and/or Framer and a passion for UX/UI design.
• Bonus: Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations.

Last updated on Aug 21, 2024