Enterprise Support Specialist (London, United Kingdom)

London, United KingdomHybrid

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

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 an Enterprise Specialist on the Product Support team, you'll partner closely with the Enterprise Support Manager to deliver and continuously improve our Enterprise Support experience, supporting Figma's most strategic customers with high-quality, reliable, and efficient support across complex use cases.
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 •
Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions
Skilled in using tools such as Adobe XD, Sketch, and/or Framer and a passion for UX/UI development
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!
You'll play a key role in building trust with customers and collaborating with internal partners such as Sales, Product, and Engineering, bringing technical expertise in working with Enterprise-level customers to diagnose issues, determine solutions, and anticipate customer impact — serving as a customer advocate while working cross-functionally to deliver an exceptional experience.
This is a full time hybrid role that can be held from our London hub.
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
Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations •