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

**Company**: Figma
**Location**: San Francisco, CA • New York, NY • United States
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $37.50-$80.30 USD per hour
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/figma/jobs/5990353004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_67ab87fc-eec

## Description

We are seeking a Technical Support Specialist to join our Product Support team for Figma Weave. As a Technical Support Specialist, you will be responsible for troubleshooting complex bugs and working closely with our internal teams to elevate the Figma Weave experience for all of our 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.

Key responsibilities include:

- Developing expertise in Figma Weave's products and the journey of our customers - from Product Designers to Developers - to accurately diagnose sophisticated bugs

- Interacting with Figma Weave customers daily via email and the forum, taking ownership over complex problems

- Troubleshooting complex customer inquiries to accurately diagnose, effectively communicate, and report bugs to our Engineering teams

- Acting as the designated point of contact for critical technical issues raised by customers and internal teams, proactively engaging partners like Engineering and Product, and owning customer communication through to resolution

- Making recommendations for tooling and process improvements that help the team better manage and diagnose bugs within Figma Weave

- Working with the Product Support Learning and Performance team as a subject matter expert to develop documentation and training materials for future Technical Quality Specialists

- Acting as the voice of the customer by identifying trends and communicating insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements to Figma Weave

- Keeping the broader Product Support team up to date on current high-priority bugs and fixes that have been implemented in Figma Weave

We'd love to hear from you if you have:

- 2+ years of experience working in a QA or Support environment for a technical SaaS product

- Troubleshooting and debugging experience across multiple platforms

- Consultative communication skills with the ability to tailor a message for your audience - translating complex technical concepts into concise explanations for both technical and non-technical stakeholders

- Resilience and adaptability - you're motivated by experimenting, building, and working across teams, and are confident navigating times of change and ambiguity

At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

## Skills

### Required
- Troubleshooting
- Debugging
- Communication
- Problem-solving
- Collaboration

### Nice to have
- Cloud-based tools
- Agile methodologies
- Version control systems

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/figma/jobs/5990353004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)