- Company: Figma
- Location: Bengaluru, India
- Job type: Full-time
About the role
Figma is expanding its Customer Operations & Support team in Bengaluru. As an Enterprise Support Specialist, you will work closely with the Enterprise Support Manager to define and elevate support for Figma’s most strategic customers. You will help shape in-region workflows, influence tooling, and ensure high-quality support for enterprise clients. This hybrid role is based in the Bangalore office and requires coverage during non-standard business hours to support global customers.
Responsibilities
- Diagnose and resolve complex technical inquiries related to product, account administration, and billing.
- Manage customer cases via email, taking ownership from start to resolution.
- Partner with Sales to guide large organizations through workspace configurations and account setup.
- Act as a customer advocate by identifying product and process gaps and presenting data-backed cases for improvements.
- Handle high-risk escalations by engaging appropriate partners and owning communication through to a solution.
- Communicate insights to Product and Engineering teams to advocate for bug fixes and feature enhancements.
- Participate in pilot programs to identify efficient approaches for delivering personalized interactions.
- Recommend tooling and processes in partnership with Product Support Operations to ensure scalability.
Requirements
- 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 and timely resolution.
- Willingness to work non-standard business hours (specific shifts include Wed-Sun or Thu-Mon rotations).
Pay and benefits
The job advertisement does not specify salary details. Figma is an equal opportunity workplace dedicated to providing reasonable accommodations for individuals with disabilities.
How to apply
Apply directly on Figma’s own careers website. Omadaily never charges job seekers.
