Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!
As a Technical Quality Specialist on the Product Support team, you will be responsible for troubleshooting complex bugs and working closely with our internal teams to elevate the Figma experience for all of our customers. You will be delivering 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 Support Specialist who is an advocate for quality improvements to enable great end-to-end experiences for the people and businesses using Figma. The ideal candidate will have a background with strong test experience, be comfortable collaborating in a fast-paced and often ambiguous environment, while demonstrating leadership, technical competence, and a passion for quality.
This role is to be based out of our London hub in a hybrid working environment.
What you'll do at Figma:
- Develop expertise of Figma's products and the journey of our customers, from Product Designers to Developers, to accurately diagnose sophisticated bugs.
- Interact with Figma customers daily via email, taking ownership over complex problems.
- Troubleshoot complex customer inquiries to accurately diagnose, effectively communicate, and report bugs found to our Engineering teams.
- Act as a designated point of contact for critical technical issues raised by customers and our internal teams, proactively engaging the appropriate partners, like Engineering and Product, and owning customer communication through to solution.
- Make recommendations for tooling and process improvements to help with how the team manages and diagnoses bugs.
- Work with the Product Support Learning and Performance team as a subject matter expert to develop documentation and training materials for future Technical Quality Specialists.
- Act 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.
- Keep the broader Product Support team up to date on current high-priority bugs and fixes that have been implemented.
We’d love to hear from you if you have:
- 4+ years of experience working in a QA or Support environment for a technical SaaS product.
- Experience working in a close partnership with Engineering and Product.
- Troubleshooting/Debugging experience on different 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 experimenting, building, working inside and outside the team, and are confident through times of change and ambiguity.
- Fluent in written and spoken English.
While it’s not required, it’s an added plus if you also have:
- Strong hands-on experience with QA methodologies
- Experience working with design tools like Figma, Adobe XD, Sketch, and/or Framer and a passion for UX/UI design.
- A bias for action to drive for results. If you see something that can be done differently, you say something, and you advocate for the customer.
- Fluent in written and spoken Mandarin; desired.
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.
At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [email protected]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.
Examples of accommodations include but are not limited to:
- Holding interviews in an accessible location
- Enabling closed captioning on video conferencing
- Ensuring all written communication be compatible with screen readers
- Changing the mode or format of interviews
By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.
