Enterprise Support Specialist (Bengaluru, India)

As an Enterprise Support Specialist on the Customer Operations & Support team, you’ll have the opportunity to partner closely with the Enterprise Support Manager to define and elevate our Enterprise Support function. As part of the growing team in 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. This team is responsible for crafting what exceptional support looks like for Figma's most strategic 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 technical support expert experienced in working with B2B Enterprise-level customers with an ability to understand and help with their unique needs. You will diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working cross functionally to deliver an exceptional experience. The work you do will span over technical product, account administration and billing. This role requires coverage during non-standard business hours to support global customers.

Coverage outside standard business hours is part of this role. Your shift days and hours will be one of the following:

• Wednesday to Sunday, 3.30pm IST - 12.30am IST
• Wednesday to Sunday, 11.30pm IST - 8.30am IST
• Thursday to Monday, 5.00am IST - 2.00pm IST
• Friday to Tuesday, 8.00am IST - 5.00pm IST

This role will be held from our Bangalore office on a hybrid basis.

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 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

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

• 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, prioritization, and timely resolution

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

• Skilled in using tools such as Adobe XD, Sketch, and/or Framer and a passion for UX/UI development
• Familiarity and willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)