Enterprise Support Specialist (Bengaluru, India)

Bengaluru, IndiaOn-site

Responsibilities

Develop expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
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
Evaluate business impact of technical issues to drive cross-functional alignment, prioritization, and timely resolutions

Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.
From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
As a founding member of our Bangalore hub, you’ll also help define how we operate in-region - shaping workflows, influencing tooling, and raising the bar for what great Enterprise support looks like at Figma.
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.
experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers •
Experience working with system administration for large end-user communities or guiding customers through complicated implementations
Fluency in English is required
Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)
Additionally, if hired you will be required to attend in person onboarding.

If you require accommodation, please reach out to accommodations-ext@figma.com .

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.
If you're excited to shape the future of design and collaboration, join us!
As an Enterprise Specialist on the Product Support team, you’ll have the opportunity to partner closely with the Enterprise Support Manager to define and elevate our Enterprise Support function.
This team is responsible for crafting what exceptional support looks like for Figma's most strategic customers.
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 role will be held from our Bengaluru office.
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