Position Details

Type Full-Time

Experience mid

Exp. Years 4+ years

Education Not specified

Category Customer Success & Support

About this role

Figma is hiring a Technical Support Engineer to troubleshoot complex bugs and own end-to-end issue resolution for customers. You’ll collaborate closely with Product and Engineering, communicate clearly, and advocate for quality improvements.

Key Responsibilities

Develop expertise in Figma products and customer journeys, interact with customers via chat/email/video calls and take ownership, own end-to-end troubleshooting and partner with Engineering/Product to report bugs and drive resolution, adapt support across multiple products including billing/account management, collaborate as a subject matter expert on customer-facing and internal documentation

Technical Overview

This role focuses on customer-facing technical troubleshooting for a SaaS product, including complex bug diagnosis and debugging across multiple platforms. Responsibilities include support via chat, email, and video calls, plus driving process/tooling improvements and documentation updates.

Ideal Candidate

The ideal candidate is a Technical Support Engineer with 4+ years of experience in QA or support for a technical SaaS product. They have strong troubleshooting and debugging skills across multiple platforms and can work closely with Engineering and Product teams to drive resolution and quality improvements.

Must-Have Skills

4+ years of experience working in a QA or Support environment for a technical SaaS productExperience collaborating closely with Engineering and Product teamsTroubleshooting and debugging experience across multiple platformsDevelop expertise in Figma's products and customer journeysfrom Product Designers to DevelopersOwn end-to-end troubleshooting of complex technical issues

Required Skills

technical troubleshootingdebugging experienceQA or Support environmenttroubleshooting complex bugsend-to-end troubleshootingchatemailvideo callsbillingaccount managementsocial mediacommunity platformsprocess improvementstooling and process improvementscustomer-facing documentationinternal documentationtraining materialsEngineering and Product teams

Hard Skills

technical troubleshootingdebugging experienceQA or Support environmenttroubleshooting complex bugsend-to-end troubleshootingsupport channels such as chatsupport channels such as emailsupport channels such as video callsbillingaccount management issuessocial mediacommunity platformsprocess improvementstooling and process improvementscustomer-facing documentationinternal documentationtraining materials

Soft Skills

leadershipcollaborating in a fast-paced environmentcomfortable in an often ambiguous environmentpassion for qualityclearproactive communicationcross-functionally collaborationvoice of the customer

Industry & Role

Industry SaaS

Job Function Provide technical customer support by diagnosing and resolving complex SaaS issues in partnership with product and engineering teams

Role Subtype Customer Support Specialist

Keywords for Your Resume

Technical Support EngineerSupport EngineerTechnical Support Specialisttroubleshootingdebuggingcomplex bugsend-to-end troubleshootingcustomer supportchatemailvideo callsbillingaccount managementsocial mediacommunity platformsprocess improvementstooling and process improvementscustomer-facing documentationinternal documentationtraining materialsEngineering and Product teamstechnical SaaS productmultiple platforms

Deal Breakers

Less than 4+ years experience in a QA or Support environment for a technical SaaS product, No experience collaborating with Engineering and Product teams, No troubleshooting and debugging experience across multiple platforms

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Technical Support Engineer (London, United Kingdom)

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