Enterprise Support Specialist (Bengaluru, India)

About the role

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.

What you'll do

• Diagnose issues, determine solutions, and anticipate customer impact, serving as a customer advocate while working cross functionally to deliver an exceptional experience
• Partner closely with Sales teams to guide large scale organizations through complex workspace configurations
• 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…
• 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

What you need

• 2–5 yrs of experience
• Figma
• Sales
• Escalation handling
• Adobe XD
• LLMs
• Machine learning
• Any graduate