Technical Quality Specialist (London, United Kingdom)

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products from start to finish. Whether its consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alonecome make with us!As a Technical Quality Specialist on the Product Support team, you will be responsible for troubleshooting complex bugs and working closely with our internal teams to elevate the Figma 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 Quality Support Specialist who is an advocate for quality improvements to enable great end-to-end experiences for the people and businesses using Figma. The ideal candidate will have a background with strong test experience, be comfortable collaborating in a fast-paced and often ambiguous environment, while demonstrating leadership, technical competence, and a passion for quality.
This role is to be based out of our London hub in a hybrid working environment.
What you'll do at Figma:

Develop expertise of Figma's products and the journey of our customers, from Product Designers to Developers, to accurately diagnose sophisticated bugs.
Interact with Figma customers daily via email, taking ownership over complex problems.
Troubleshoot complex customer inquiries to accurately diagnose, effectively communicate, and report bugs found to our Engineering teams.
Act as a designated point of contact for critical technical issues raised by customers and our internal teams, proactively engaging the appropriate partners, like Engineering and Product, and owning customer communication through to solution.
Make recommendations for tooling and process improvements to help with how the team manages and diagnoses bugs.
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.
Keep the broader Product Support team up to date on current high-priority bugs and fixes that have been implemented.

4+ years of experience working in a QA or Support environment for a technical SaaS product.
Experience working in a close partnership with Engineering and Product.
Troubleshooting/Debugging experience on different 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 experimenting, building, working inside and outside the team, and are confident through times of change and ambiguity.
Fluent in written and spoken English.

While its not required, its an added plus if you also have:

Strong hands-on experience with QA methodologies
Experience working with design tools like Figma, Adobe XD, Sketch, and/or Framer and a passion for UX/UI design.
A bias for action to drive for results. If you see something that can be done differently, you say something, and you advocate for the customer.
Fluent in written and spoken Mandarin; desired.