Technical Quality Specialist

Summary

Figma is a design and collaboration platform company whose products help teams create, prototype, translate designs into code, and collaborate in real time. The Technical Quality Specialist will troubleshoot complex customer issues and bugs, collaborate with Product and Engineering, and advocate for quality, tooling, process, and product improvements.

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 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

Skills

• 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
• Experience working with design tools like Figma, Adobe Suite, Sketch, Framer
• Ability to read and write Spanish, Portuguese, Japanese, Korean, German, or French

Qualifications

Must Haves

• 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

Benefits

• Equity to employees
• Health, dental, and vision coverage
• Retirement benefits with company contributions
• Parental leave and reproductive or family planning support
• Mental health and wellness benefits
• Paid time off
• Paid sick leave
• Paid holidays
• 15 days per year of accrued PTO for full-time non-exempt employees, usable for vacation or personal time subject to company policy and manager approval
• 10 paid sick days annually for non-exempt full-time employees
• Company recharge days
• Cell phone and home internet reimbursements
• Lifestyle spending accounts
• Annual bonus plan for eligible non-sales roles