Technical Quality Specialist

FIGMA•San Francisco, CA

44d•Remote

About The Position

As a Technical Quality Specialist on the Product Support team, you will be responsible for troubleshooting complex bugs and working closely with internal teams to elevate the Figma experience for all customers. You will deliver the kind of experiences that build trust throughout the Figma community, from customers to key internal partners such as Product and Engineering. We are looking for a Technical Quality Specialist who will advocate for quality improvements that enable great end-to-end experiences for the people and businesses using Figma. The ideal candidate will have a strong testing background, be comfortable collaborating in a fast-paced and often ambiguous environment, and demonstrate leadership, technical competence, and a passion for quality. This is a full time role that can be held from one of our US hubs or remotely in the United States.

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 a message for your audience. You can translate complex concepts into concise explanations and summarize customer issues to technical and non-technical audiences
Resilience and adaptability, you're motivated by experimentation, building, and collaborating both within and beyond your team, and remain confident through times of change and 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

Responsibilities

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 assisting with billing and account management issues as needed. Maintain schedule flexibility, including occasional weekend or holiday coverage, to support customers globally
Recommend tooling and process improvements to enhance with how the team manages to 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

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