Build expertise of Figma products and customer journeys to diagnose inquiries
Interact with customers daily via email, owning cases end-to-end
Partner with Sales to guide large orgs through workspace configurations and setup
Voice of the customer: capture gaps and data-backed feature needs
Point of contact for high-risk escalations, coordinating with partners to resolve
Identify trends and share insights with Product/Engineering for fixes

🎯 Requirements

3+ years in a technical SaaS support role, Enterprise focus
Experience troubleshooting SAML/SSO and SCIM for large orgs
Experience administering large end-user communities or guiding implementations
Evaluate business impact to drive cross-functional priorities
Fluency in English required
Familiarity with Adobe XD, Sketch, or Framer is a plus
Willingness to learn AI concepts (prompting, ML basics) is a plus

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