Technical Support Engineer (London, United Kingdom)

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!

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 with a contracted working schedule of 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 how the team manages to diagnose 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.

We'd love to hear from you if you have:

• 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 summarise 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.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com.

Figma is an equal‑opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We celebrate and support our differences. We believe in hiring smart, curious people who are excited to learn and develop their skills.