• Guide, mentor, and inspire your team to resolve the most complex customer issues • Be the go-to escalation point for high-impact technical challenges and critical cases • Partner with product, engineering, and IT to ensure smooth operations and align goals • Optimize processes, hit SLA targets, and deliver a seamless customer journey • Build a culture of learning by encouraging documentation and technical skill development

• You will take ownership of customer issues, including; initial troubleshooting, identification of root cause and issue resolution or escalation, identify and escalate priority issues that need immediate attention • Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience • Serve as internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible • You will collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers • Create the process or troubleshooting documentation in the support of knowledge base. We believe in pushing creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers

• You will manage the ongoing technical relationship with your assigned customers once the Implementation is finished, focusing on KPIs like retention and customer satisfaction. • You are able to handle escalated support cases from the Customer Support team that require closer attention either in relation to client engagement or technical understanding. • If necessary, you will be responsible for describing and escalating bugs through the appropriate internal channels (e.g. Jira) • You collaborate closely with your colleagues in the wider Customer Organisation including Customer Success, Customer Support, Sales, etc. • You are very familiar with our processes and support the rest of the Global Technical Service team in their efforts to constantly develop and improve these internally and externally you work on individual projects and documentation to be used internally and externally

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.