Enterprise Support Specialist United Kingdom

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figmas platform helps teams bring ideas to life whether youre 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.

If youre excited to shape the future of design and collaboration join us!

As an Enterprise Specialist on the Product Support team youll partner closely with the Enterprise Support Manager to deliver and continuously improve our Enterprise Support experience supporting Figmas most strategic customers with high-quality reliable and efficient support across complex use cases. Youll 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 youll do at Figma:

• Develop expertise of Figmas 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

Wed 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 its not required its 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 youre excited about this role but your past experience doesnt 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.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts experiences and opinions allows our employees our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity/expression veteran status or any other characteristic protected by law.

We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role participate in the interview process perform essential job functions and receive other benefits and privileges of employment. If you require accommodation please reach out to . These modifications enable an individual with a disability to have an equal opportunity not only to get a job but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or…