Technical Support Engineer (Bengaluru, India)

Overview

Technical Support Engineer on Figma's Customer Support team in Bengaluru, helping identify, diagnose and resolve complex product issues at scale and partnering with Engineering and Product to improve reliability and customer experience.

What you'll do

• Develop deep expertise in Figma's products, architecture, and customer workflows to diagnose complex technical issues
• Interact with Figma customers daily via support channels such as chat, email, or video calls, taking ownership over complex problems
• Own end-to-end resolution of high-impact bugs, partnering closely with Engineering and Product to drive timely and effective fixes, and maintain clear, proactive communication to improve customer satisfaction
• 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
• Maintain schedule flexibility, including occasional weekend or holiday coverage, to support customers globally
• Recommend and implement improvements to debugging workflows, tooling, and support operations
• Collaborate cross-functionally to create internal documentation, training materials, and scalable knowledge systems
• Act as the voice of the customer by identifying trends and communicating insights to Product and Engineering teams to advocate for bug fixes, tooling and process improvements, and feature enhancements

What you'll need

• 2+ years of experience in Technical Support, Support Engineering, or QA within a SaaS environment
• Strong troubleshooting and debugging skills across Mac, Windows, iOS, and Android, including REST APIs, OAuth authentication flows, and third-party integrations
• Working knowledge of modern web technologies, including JavaScript/TypeScript, HTML, CSS, and React
• Ability to collaborate with Engineering and Product teams to resolve complex technical issues, with strong analytical, problem-solving, and communication skills
• Comfortable navigating fast-paced, ambiguous environments, with a focus on end-to-end issue resolution and continuous process improvement

Nice to have

• Experience working with design tools like Figma, Adobe Suite, Sketch, Framer

Details

• Location: Bengaluru office
• Shift hours: Wednesday to Sunday, Thursday to Monday, or Friday to Tuesday, 12.30pm - 9.30pm IST (one of these shift patterns)
• Coverage outside standard business hours, including occasional weekend or holiday coverage
• In-person onboarding required if hired
• Cameras must stay on during video interviews