Technical Support Engineer (London, United Kingdom)

London, United KingdomOn-site

Responsibilities

Develop expertise in Figma's products and customer journeys, from Product Designers to Developers, to accurately diagnose sophisticated bugs
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
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

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.
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.
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.
experience working in a QA or Support environment for a technical SaaS product •
Experience collaborating closely with Engineering and Product teams
experience across multiple platforms (Mac, Windows, iOS, and Android)
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
Additionally, if hired you will be required to attend in person onboarding.

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 We'd love to hear from you if you have: 4+ years of

If you require accommodation, please reach out to accommodations-ext@figma.com .

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.
If you're excited to shape the future of design and collaboration, join us!
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.
This role will be a full time position, contracted working schedule is Saturday to Wednesday based from our London, UK hub
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
Adapt to supporting customers across multiple products, including assisting with billing and account management issues as needed.
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
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 excited about this role but your past