Enterprise Support Specialist (SaaS)

TL;DR

Enterprise Support Specialist (SaaS): Delivering high-quality technical support to strategic enterprise customers with an accent on complex configuration troubleshooting and cross-functional collaboration. Focus on diagnosing sophisticated inquiries, managing high-risk escalations, and advocating for product improvements based on customer data.

Location: Hybrid role based in London, UK

Company

Figma is a collaborative design platform that empowers teams to streamline workflows and bring ideas to life from anywhere in the world.

What you will do

• Develop deep expertise in Figma products to diagnose and resolve sophisticated customer inquiries.
• Partner with Sales teams to guide large-scale organizations through complex workspace configurations.
• Act as the voice of the customer by capturing product gaps and advocating for feature enhancements.
• Serve as the designated point of contact for high-risk escalations and technical issues.
• Collaborate with Product and Engineering teams to communicate trends and drive process improvements.
• Engage in pilot programs to identify efficient approaches for delivering personalized support.

Requirements

• 3+ years of experience in a technical support environment for a SaaS product.
• Fluency in Korean is required for this role.
• Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations.
• Experience in system administration for large end-user communities.
• Ability to evaluate the business impact of technical issues to drive cross-functional alignment.
• Must be able to work from the London hub on a hybrid basis.

Nice to have

• Proficiency in Adobe XD, Sketch, or Framer.
• Familiarity with AI concepts such as prompt refinement or machine learning basics.

Culture & Benefits

• Commitment to equal opportunity and inclusive workplace culture.
• Support for reasonable accommodations for individuals with disabilities.
• Focus on continuous learning and professional development through the Grow as you go value.
• Collaborative environment working with global teams.

Hiring process

• Video interviews requiring cameras to be kept on.
• In-person onboarding required upon hire.