Technical Learning Specialist

FIGMA•San Francisco, CA

63d•Remote

About The Position

We're seeking a Technical Learning Specialist to help upskill our Product Support team in handling complex technical customer queries. As Figma continues to grow and ship more advanced, developer-focused, and AI-driven features, this newly created role will be critical in developing and delivering training programs that empower our Product Support Specialists to tackle technical issues with confidence and accuracy. You'll design and facilitate learning materials, collaborate with cross-functional teams, and analyze training impact to ensure our teams are well-prepared for a range of technical challenges - from navigating APIs and AI-powered tools to supporting the unique needs of our largest Enterprise customers. You'll work in a fast-paced, agile environment where innovation is valued and encouraged, leveraging AI technology for both efficiency and creativity. You'll also have the space to be creative in delivering impactful learning opportunities for our audiences. Ultimately, you'll help ensure Figma's customers receive the support they need. This is a full time role that can be held from one of our US hubs or remotely in the United States.

Requirements

3+ years of experience in a training role, with experience authoring, delivering, and/or facilitating training on technical or SaaS products
Knowledge of best practices in instructional design and adult learning theory, as well as experience implementing them using AI or other emerging technologies
Experience prioritizing competing requests and navigating ambiguity to achieve strong outcomes
Ability to manage constantly evolving projects while providing clarity and vision to key stakeholders
Desire to collaborate effectively and identify the most impactful ways to serve your audiences

Nice To Haves

Experience in building and deploying training for a technical SaaS product
Familiarity with Figma products
Experience working in fast-paced support environments
Exposure to working at a global scale
Track record of developing unique assessment strategies to identify knowledge gaps and opportunities
Skilled in delivering high-quality training workshops to professional technical professionals

Responsibilities

Create high-value learning programs to empower Product Support Specialists in handling complex and technical customer queries, especially around developer-focused features like Dev Mode, Figma Make, REST APIs, and future developer-oriented Figma product offerings
Leverage AI to move faster in building training programs and developing simulation or practice environments that support real-world application of learning content
Partner with internal knowledge management teams to document processes, products, and feature updates, and to build a well-rounded enablement strategy that ensures Specialists are informed and equipped to resolve customer questions
Assess training needs and knowledge gaps through close collaboration with Support teams and managers to understand (and replicate) where customers are getting stuck and where Support can help unblock them
Analyze training effectiveness through business-focused metrics such as speed, quality, and customer satisfaction

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