We're looking for a technical support expert experienced in working with 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.

This is a full time role that will be held from our London, UK hub.

• 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 organisations 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 personalised 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.
• Work with the Product Support Learning and Performance team to develop documentation and training materials for future Enterprise
  
  

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

• Minimum 3 years experience working in a Support environment ideally supporting Enterprise customers.
• Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organisations.
• 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, prioritisation, and timely resolutions.
• Consultative communication skills with the ability to tailor a message for your audience. You can translate complex concepts into concise explanations and summarise customer issues to technical and non-technical audiences.
• A bias for action to drive for results. If you see something that can be done differently, you say something, and you advocate on behalf of the customer.
• Resilience and adaptability. You're motivated by experimenting, building, and doing what's right for the customer and are confident through times of change and ambiguity.
• Fluent level reading, writing and speaking skills in English & German