Enterprise Support Specialist, French Speaking

2 Minutes ago • 3 Years + • Customer Service • $91,104 PA - $162,032 PA

Job Summary

Job Description

Figma is expanding its team to make design accessible to all, offering a platform for brainstorming, prototyping, and collaboration. As an Enterprise Support Specialist, you'll help define and elevate the Enterprise Support function, ensuring exceptional support for top customers. This role involves building trust within the Figma community and with internal partners like Sales and Engineering. We seek a technical support expert skilled in diagnosing issues, determining solutions, and advocating for customers while working cross-functionally to deliver an outstanding experience.
Must have:
  • Develop expertise in Figma's products and customer journeys to diagnose sophisticated inquiries
  • Interact with customers daily via email, taking ownership over cases from start to resolution
  • Partner closely with Sales and Solution Architect teams to guide large scale organizations through complex workspace configurations
  • Act as the voice of the customer, capturing product and process gaps and presenting data-backed cases for new feature development
  • Act as designated point of contact for high-risk escalations and issues, owning communication through to solution
  • Identify trends and communicate insights to Product and Engineering teams to advocate for bug fixes and enhancements
  • Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions
  • Recommend foundational tooling and processes in partnership with Product Support Operations teams
  • Work with the Product Support Learning and Performance team to develop documentation and training materials
  • 3+ years experience in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
  • Proven track record of troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
  • Background with system administration for large end-user communities or guiding customers through complicated implementations
  • Experience in evaluating the business impact of technical issues to drive cross functional alignment
  • Consultative communication skills with the ability to tailor a message for your audience
  • A bias for action to drive for results and advocate on behalf of the customer
Good to have:
  • Experience working with design tools like Adobe XD, Sketch, and/or Framer
  • Passion for UX/UI design
  • Familiarity with or willingness to learn AI concepts (e.g., prompt refinement, natural language tools, generative AI, machine learning basics)
Perks:
  • Equity
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement with company contribution
  • Parental leave
  • Reproductive or family planning support
  • Mental health & wellness benefits
  • Generous PTO
  • Company recharge days
  • Learning & development stipend
  • Work from home stipend
  • Cell phone reimbursement
  • Annual bonus plan for eligible non-sales roles

Job Details

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're 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 you're excited to shape the future of design and collaboration, join us!

As one of our first Enterprise Specialists on the Product Support team, you’ll have the exciting opportunity to partner with the Enterprise Support Manager to help define and elevate our Enterprise Support function. This team will be responsible for crafting what exceptional support looks like for Figma's top customers. You will be delivering the kind of experiences that build trust throughout the Figma community, from customers to key internal partners, such as Sales, Product, and Engineering.

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 can be held from one of our US hubs or remotely in the United States.

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 and Solution Architect 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
  • Work with the Product Support Learning and Performance team to develop documentation and training materials for future Enterprise Advocates

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
  • Proven track record of troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
  • Background with system administration for large end-user communities or guiding customers through complicated implementations
  • Experience in evaluating the business impact of technical issues to drive cross functional alignment, prioritization, 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 summarize 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

While not required, it’s an added plus if you also have:

  • Experience working with design tools like Adobe XD, Sketch, and/or Framer and a passion for UX/UI design
  • 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.

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About The Company

Figma is a collaborative web application for interface design, with additional offline features enabled by desktop applications for macOS and Windows

San Francisco, California, United States (Remote)

San Francisco, California, United States (Remote)

San Francisco, California, United States (Hybrid)

San Francisco, California, United States (Remote)

San Francisco, California, United States (Remote)

San Francisco, California, United States (Remote)

San Francisco, California, United States (On-Site)

United States (Remote)

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