Enterprise Support Specialist (London, United Kingdom)

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. 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.

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:

• 3+ years' experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
• Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
• 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

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 with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.