Enterprise Support Specialist, Korean Speaking
Supports strategic enterprise customers by diagnosing complex SaaS issues, managing escalations, and partnering with Sales, Product, and Engineering. Requires at least three years of technical support experience, expertise with SAML/SSO and SCIM, and fluency in Korean.
About the job
Responsibilities
- Develop expertise in Figma products and customer journeys to diagnose sophisticated inquiries.
- Manage customer cases via email from initial contact through resolution.
- Partner with Sales to guide large organizations through complex workspace configurations and account setup.
- Represent the customer by identifying product and process gaps and presenting data-backed cases for feature development and process automation.
- Own high-risk escalations, coordinating with internal partners and managing communication through resolution.
- Identify trends and communicate insights to Product and Engineering to advocate for bug fixes, process improvements, and feature enhancements.
- Participate in pilot programs and experiments to improve the speed and personalization of customer interactions.
- Recommend tooling and processes with Product Support Operations to support scale.
Requirements
- 3+ years of experience in a technical SaaS product support environment, ideally supporting Enterprise customers.
- Experience troubleshooting SAML, SSO, and SCIM configurations for large organizations.
- Experience with system administration for large end-user communities or guiding customers through complex implementations.
- Experience evaluating the business impact of technical issues to drive cross-functional alignment, prioritization, and timely resolution.
- Fluency in Korean.
Nice to Have
- Experience with Adobe XD, Sketch, or Framer and an interest in UX/UI development.
- Familiarity with or willingness to learn AI concepts, including prompt refinement, natural language tools, generative AI, and machine learning basics.
Skills
SaaS, SAML, Single Sign-On, SCIM, System Administration, Adobe XD, Sketch, Framer, Ux/Ui, Generative AI, Machine Learning, Email Support
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