Technical Support Specialist - Figma Weave (San Francisco, United States)

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! We're building the next chapter of AI-native craft and creativity - where technology and human expression meet. Figma Weave is a unified platform that bridges the gap between AI capabilities and creative skill, letting professional designers and creators harness the world's leading AI models without sacrificing precision, expression, or soul. We're building tools that help people move faster without flattening creativity - a platform where AI amplifies craft instead of replacing it. As one of our founding Technical Support Specialist on the Product Support team for Figma Weave, you'll have the exciting opportunity to help define, build, and elevate this new support function. This team will be responsible for troubleshooting complex bugs and working closely with our internal teams to elevate the Figma Weave experience for all of our customers. You will be delivering 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 Support Specialist who is an advocate for quality improvements that enable great end-to-end experiences for the people and businesses using Figma Weave. An ideal candidate will have a background with strong testing experience, be comfortable collaborating in a fast-paced and often ambiguous environment, while demonstrating leadership, technical competence, and a passion for quality. This is a hybrid position based out of our San Francisco hub. What you’ll do at Figma Weave: Develop expertise in Figma Weave's products and the journey of our customers - from Product Designers to Developers - to accurately diagnose sophisticated bugs Interact with Figma Weave customers daily via email and the forum, taking ownership over complex problems Troubleshoot complex customer inquiries to accurately diagnose, effectively communicate, and report bugs to our Engineering teams Act as the designated point of contact for critical technical issues raised by customers and internal teams, proactively engaging partners like Engineering and Product, and owning customer communication through to resolution Make recommendations for tooling and process improvements that help the team better manage and diagnose bugs within Figma Weave Work with the Product Support Learning and Performance team as a subject matter expert to develop documentation and training materials for future Technical Quality Specialists Act as the voice of the customer by identifying trends and communicating insights to our Product and Engineering teams to advocate for bug fixes, process improvements, and feature enhancements to Figma Weave Keep the broader Product Support team up to date on current high-priority bugs and fixes that have been implemented in Figma Weave We'd love to hear from you if you have: 2+ years of experience working in a QA or Support environment for a technical SaaS product Troubleshooting and debugging experience across multiple platforms Consultative communication skills with the ability to tailor a message for your audience - translating complex technical concepts into concise explanations for both technical and non-technical stakeholders Resilience and adaptability - you're motivated by experimenting, building, and working across teams, and are confident navigating times of change and ambiguity At Figma, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excite