Figma23.04.2026
Enterprise Support Specialist, Japanese Speaking (Tokyo, Japan)
Tokyo
Обязанности
- 01Develop expertise of Figma's products and the journey of our customers, from Product Designers to Account Administrators, to accurately diagnose sophisticated inquiries
- 02Interact with Figma customers daily via email, taking ownership over cases from start to resolution
- 03Partner closely with Sales teams to guide large scale organizations through complex workspace configurations, acting quickly to address technical issues and ensuring successful account setup
- 04Operate 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
- 05Act as designated point of contact for high-risk escalations and issues, proactively engaging the appropriate partners, and owning communication through to solution
- 06Identify trends and communicate insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements
- 07Engage in pilot programs and experimentation to identify efficient approaches for delivering fast and personalized interactions to meet performance expectations and customer commitments
- 08Recommend foundational tooling and processes in partnership with our Product Support Operations teams to ensure we are set up to scale
Требования
- 013+ years’ experience working in a Support environment for a technical SaaS product, ideally supporting Enterprise customers
- 02Experience troubleshooting SAML/SSO and SCIM configurations for large-scale organizations
- 03Experience working with system administration for large end-user communities or guiding customers through complicated implementations
- 04Experience in evaluating business impact of technical issues to drive cross functional alignment, prioritization, and timely resolutions
Условия
- 01Based out of our Japan Hub
- 02One of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills