Technical Quality Specialist - Figma Weave (San Francisco, United States)

Figma•San Francisco, CA

4d•Hybrid

About The Position

Figma is seeking founding Technical Quality Specialists for its new AI-native platform, Figma Weave. This role is part of the Product Support team and will be instrumental in defining and building this new support function. The team will focus on troubleshooting complex bugs and collaborating with internal teams to enhance the Figma Weave experience for customers. The goal is to deliver exceptional experiences that foster trust within the Figma community, including customers and internal partners like Product and Engineering. The ideal candidate will be an advocate for quality improvements, possess strong testing experience, and thrive in a fast-paced, ambiguous environment while demonstrating leadership, technical competence, and a passion for quality.

Requirements

2+ years of experience in a QA or Support role for a technical SaaS product.
Troubleshooting and debugging experience across multiple platforms.
Consultative communication skills with the ability to tailor messages for different audiences, translating complex technical concepts into concise explanations for both technical and non-technical stakeholders.
Resilience and adaptability, motivated by experimentation, building, and cross-team collaboration, with confidence in navigating change and ambiguity.

Responsibilities

Develop expertise in Figma Weave's products and customer journeys to accurately diagnose sophisticated bugs.
Interact with Figma Weave customers daily via email and forums, taking ownership of complex problems.
Troubleshoot complex customer inquiries to accurately diagnose, effectively communicate, and report bugs to Engineering teams.
Serve as the primary point of contact for critical technical issues from customers and internal teams, proactively engaging with Engineering and Product, and managing customer communication through to resolution.
Recommend tooling and process improvements to enhance bug management and diagnosis within Figma Weave.
Collaborate with the Product Support Learning and Performance team as a subject matter expert to create documentation and training materials for future Technical Quality Specialists.
Act as the voice of the customer by identifying trends and communicating insights to Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements.
Keep the broader Product Support team informed about current high-priority bugs and implemented fixes in Figma Weave.