Technical Support Engineer (London, United Kingdom)

As a Technical Support Engineer 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., This role will be a full time position, contracted working schedule is Sunday to Thursday based from our London, UK hub 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 assisting with billing and account management issues as needed. Maintain schedule flexibility, including occasional weekend or holiday coverage, to support customers globally
• Recommend tooling and process improvements to enhance with how the team manages to 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, * 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

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

We are looking for a Technical Support Engineer 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 technical troubleshooting background, be comfortable collaborating in a fast-paced and often ambiguous environment, and demonstrate leadership, technical competence, and a passion for quality., * 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 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 experimentation, building, and collaborating both within and beyond your team, and remain confident through times of change and ambiguity
• Hands-on experience debugging REST APIs, OAuth authentication flows, and third-party plugins or integrations
• Working knowledge of React and core web technologies (JavaScript/TypeScript, HTML, CSS)
• Ability to diagnose complex issues end to end and clearly explain troubleshooting approach and technical reasoning

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

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. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!