Enterprise Support Specialist

1 hour, 25 minutes ago
Full-time
Mid Level
Customer and Technical Support
Figma

Figma

Figma provides a collaborative web application for interface design that enables users to seamlessly design, prototype, and gather feedback in real time, while also offering additional offline capabilities through desktop applications for macOS and Win...

Internet Software & Services
1K-5K
Founded 2012
$333M raised

Description

  • Develop deep expertise in Figma’s products and customer journeys to accurately diagnose complex support inquiries.
  • Manage customer cases end to end via email, from initial contact through resolution.
  • Partner with Sales to support large organizations through complex workspace configurations and account setup.
  • Serve as the voice of the customer by identifying product and process gaps and presenting data-backed recommendations.
  • Act as the designated contact for high-risk escalations, coordinating cross-functional partners and owning communication through resolution.
  • Identify recurring trends and share insights with Product and Engineering to support bug fixes, process improvements, and feature enhancements.
  • Participate in pilot programs and experiments to improve speed, personalization, and support performance.
  • Recommend tools and processes with Product Support Operations to help the support function scale.

Requirements

  • 3+ years of experience in a technical SaaS support environment, ideally supporting enterprise customers.
  • Experience with system administration for large end-user communities or guiding customers through complex implementations.
  • Experience evaluating the business impact of technical issues to drive alignment, prioritization, and timely resolution.
  • Strong consultative communication skills with the ability to tailor messages for different audiences.
  • Ability to translate complex concepts into concise explanations for technical and non-technical stakeholders.
  • Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations is preferred.
  • Experience with design tools such as Adobe XD, Sketch, and/or Framer is preferred.
  • Interest in or willingness to learn AI concepts, including prompt refinement, natural language tools, generative AI, and machine learning basics.
  • Ability to work from one of Figma’s US hubs or remotely in the United States.
  • Willingness to attend in-person onboarding if hired.

Benefits

  • Hourly base pay range of $45.20 to $65.40 USD.
  • Equity compensation.
  • Health, dental, and vision coverage.
  • Retirement plan with company contribution.
  • Parental leave and reproductive or family planning support.
  • Mental health and wellness benefits.
  • Generous PTO and company recharge days.
  • Learning and development stipend, work-from-home stipend, and cell phone reimbursement.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Merchant Success Manager

ShipMonk 1K-5K Air Freight & Logistics

ShipMonk is hiring a Merchant Success Manager to manage top-tier merchant accounts and support their growth through logistics, operational guidance, and cross-functional coordination.

Salesforce
10 minutes ago

Customer Success Manager, Growth

Varicent 251-1K Professional Services

Varicent is hiring a Customer Success Manager for its Growth segment to drive renewals, customer adoption, and value realization for its SaaS customers through a digital-first engagement model.

Digital Marketing Salesforce
10 minutes ago

Account Manager - AI

Keller Executive Search 1-10 Professional Services

Keller Executive Search is recruiting on behalf of a Y Combinator-backed AI company for a high-ownership customer success and expansion role supporting Flemish-speaking dealership accounts in Belgium.

42 minutes ago

Senior Customer Success Manager - MM/Ent - EMEA

Remote 251-1K Professional Services

Remote is hiring a Senior MM/Ent. Customer Success Manager to support enterprise and mid-market customers across its fully remote global employment platform, with the main objective of driving retention, expansion, and revenue through strategic customer partnerships.

1 hour, 25 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers