Description
Figma is growing its team of creatives and builders on a mission to make design accessible to all.
As one of the founding Technical Quality Specialists on the Product Support team for Figma Weave, you'll help define, build, and elevate this new support function.
Your responsibilities:
- Develop expertise in Figma Weave's products and customer journey to diagnose sophisticated bugs
- Interact with Figma Weave customers daily via email and forums, taking ownership of complex problems
- Troubleshoot complex customer inquiries to identify root causes and report bugs to Engineering teams
- Serve as the designated point of contact for critical technical issues and own customer communication through to resolution
- Make recommendations for tooling and process improvements to help the team better manage and diagnose bugs
- Work with the Product Support Learning and Performance team to develop documentation and training materials
- Act as the voice of the customer, identifying trends and advocating for bug fixes, process improvements, and feature enhancements
- Keep the broader Product Support team updated on current high-priority bugs and fixes
Requirements:
- 2+ years of experience in a QA or Support environment for a technical SaaS product
- Troubleshooting and debugging experience across multiple platforms
- Consultative communication skills, translating complex technical concepts into concise explanations
- Resilience and adaptability, motivated by experimenting, building, and working across teams
- Japanese a plus, but not essential
At Figma, we celebrate and support our differences, and we're an equal opportunity workplace.