The opportunity
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.
What you'll do
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
What they're looking for
- 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
- + years of experience working in a QA or Support environment for a technical SaaS product
- Experience collaborating closely with Engineering and Product teams
