Technical Quality Specialist

About the role

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. As a Technical Quality Specialist on the Product Support team, you will troubleshoot complex bugs and work closely with internal teams to elevate the Figma experience for all customers. You will deliver experiences that build trust throughout the Figma community, from customers to key internal partners such as Product and Engineering.

We are looking for someone 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 dynamic, often ambiguous environment where priorities shift quickly, 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.

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

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 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 have

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

Benefits

• 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, including 15 days PTO (for full-time employees) and 10 paid sick days annually (for non-exempt full-time employees)
• Company recharge days
• Cell phone and home internet reimbursements
• Lifestyle spending accounts
• Sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles
• Equity to employees

Pay

Hourly Base Pay Range: $45.20—$80.30 USD. Job level and actual compensation will be decided based on factors including individual qualifications, market demands, and specific work location.