Technical Quality Specialist
Technical Quality Specialist on Figma's Product Support team responsible for troubleshooting complex bugs, owning end-to-end issue resolution with Engineering and Product, and advocating for quality and customer experience improvements in their SaaS design platform.
About the job
What you'll do at Figma
- Develop expertise in Figma's products and customer journeys, from Product Designers to Developers, to accurately diagnose sophisticated bugs
- Interact with Figma customers daily via support channels such as chat, email, or video calls, taking ownership over complex problems
- Contribute to social support efforts by engaging with customers and users on social media and community platforms
- Own end-to-end troubleshooting of complex technical issues as the primary point of contact, partnering with Engineering and Product to report bugs, drive resolution, and maintain clear, proactive communication to improve customer satisfaction
- Adapt to supporting customers across multiple products — including billing, account management, and occasional weekend or holiday coverage — to ensure global customer support
- Recommend tooling and process improvements to enhance how the team manages and diagnoses bugs
- Collaborate cross-functionally as a subject matter expert to help develop customer-facing and internal documentation, including training materials
- Act as the voice of the customer by identifying trends and communicating insights to our Product and Engineering teams to advocate for bug fixes, tooling and process improvements, and feature enhancements
Requirements
- 4+ years of experience working in a QA or Support environment for a technical SaaS product
- Experience collaborating closely with Engineering and Product teams
- Troubleshooting and debugging experience across multiple platforms (Mac, Windows, iOS, and Android)
- Consultative communication skills with the ability to tailor messaging for technical and non-technical audiences, translating complex concepts into concise explanations
- Demonstrated resilience and adaptability, with motivation to experiment, build, and collaborate across teams even amid change or ambiguity
Nice-to-haves
- Experience working with design tools like Figma, Adobe Suite, Sketch, Framer
- Ability to read and write Spanish, Portuguese, Japanese, Korean, German, or French
Skills
Qa, Technical Support, Troubleshooting, Debugging, SaaS, Mac, Windows, iOS, Android, Cross-Functional Collaboration, Documentation, Customer Advocacy
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