Role Description As a Technical Quality Specialist on the Product Support team, you will be responsible for troubleshooting complex bugs and working closely with internal teams to elevate the Figma experience for all 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. We are looking for a Technical Quality Specialist 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. What you'll do at Figma: - 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. Qualifications - 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. Requirements - While not required, it's an added plus if you also 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 - Equity to employees. - Competitive package of additional benefits, including health, dental & vision. - Retirement with company contribution. - Parental leave & reproductive or family planning support. - Mental health & wellness benefits. - Generous PTO. - Company recharge days. - Learning & development stipend. - Work from home stipend. - Cell phone reimbursement. - Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.

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• Serve as the escalation point within Support for complex system and API issues, using log analysis, database queries, API testing, and scripting to diagnose root causes. • Investigate and troubleshoot issues in .NET (C#) and/or Node.js applications by reviewing logs, tracing application behavior, and reproducing defects in lower environments when possible. • Create and manage detailed JIRA tickets — including reproduction steps, logs, technical findings, and recommended fixes — to accelerate Development team resolution. • Write scripts and tooling (C#, JavaScript, PowerShell, SQL, or similar) to automate repetitive troubleshooting and reduce time-to-resolution. • Identify recurring issue patterns and help drive permanent, code-based solutions such as bug fixes, data correction scripts, API improvements, or internal tools. • Build and maintain internal support automation, diagnostic tools, and workflow improvements that empower the broader team to self-serve. • Proactively communicate status updates, timelines, workarounds, and resolutions to end users and stakeholders throughout the support process. • Create and maintain troubleshooting guides, runbooks, and knowledge base articles with a preference for technical, executable, and code-backed documentation. • May perform other additional duties and responsibilities as assigned.

Role Description We are looking for an experienced Junior Technical Support Engineer to lead the response and coordination of major production incidents across enterprise environments. The ideal candidate will have strong experience in incident management, service restoration, stakeholder communication, and operational coordination within large-scale IT or contact center platforms. This role will serve as the central point of coordination during critical incidents, ensuring rapid service restoration, effective communication, and cross-functional collaboration while minimizing business impact. - Lead and coordinate major incident war rooms from initiation through service restoration. - Assess incident severity, business impact, affected services, and prioritize recovery efforts. - Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities. - Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents. - Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines. - Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams. - Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records. - Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency. - Participate in a 24x7 on-call and rotational support model for major incident management. Qualifications - 3+ years of experience in IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations, Incident Management, or related operational roles. - Experience serving as an Incident Manager, Incident Commander, Command Center, Site Reliability Operations, or similar position. - Strong experience managing enterprise production incidents and driving service restoration. - Experience using ServiceNow or similar enterprise incident management and ticketing platforms. - Familiarity with enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone, or similar technologies. - Excellent verbal, written, stakeholder management, and executive communication skills. - Strong analytical, troubleshooting, and decision-making abilities. - Willingness to work rotational shifts in a 24x7x365 command center environment. - Demonstrated experience using AI/GenAI tools such as Microsoft Copilot, Claude, or similar platforms for operational productivity. Requirements - Experience working within enterprise contact center or cloud operations environments. - Understanding of ITIL Incident Management and Problem Management processes. - Experience with Service Reliability Engineering (SRE) or enterprise operational command centers. - Knowledge of cloud platforms and enterprise production support best practices. Benefits - Culture of Relentless Performance: Join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: Enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: Make the most of the flexibility that comes with remote work. - Growth Mindset: Reap the benefits of professional development opportunities, certification programs, mentorship, internal mobility, and internship opportunities. - Global Impact: Collaborate on impactful projects for leading global clients. - Welcoming Multicultural Environment: Thrive in an inclusive workplace with open communication and regular team-building activities. - Social Sustainability Values: Join an organization committed to IT education, community empowerment, environmental sustainability, fair operating practices, and gender equality.