Fast Facts

Figma is seeking a Technical Learning Specialist to design and implement training programs for its support team, ensuring they are equipped to handle complex customer queries effectively.

Responsibilities: The role involves creating technical training materials, assessing training needs, analyzing effectiveness, and collaborating with cross-functional teams to improve performance and customer satisfaction.

Skills: Candidates should have 3-5 years of experience in technical support or training, exceptional communication skills, and the ability to manage complex projects.

Qualifications: Preferred qualifications include experience in training for technical SaaS products, using Figma products, and presenting to technical audiences.

Location: This position can be remote within the United States or based in San Francisco, CA or New York, NY.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $75,000 - $110,000.

We’re looking for a Technical Learning Specialist to help upskill our support team in handling complex technical customer queries. As Figma continues to grow and evolve, this newly created role will be essential in developing and delivering training programs that empower Support Specialists to tackle technical issues with confidence and accuracy. You’ll design and facilitate learning materials, collaborate with cross-functional teams, and analyze training effectiveness to ensure our support teams are well-prepared for a range of technical challenges. Your work will directly impact the ability to scale and enhance Figma’s support, driving measurable improvements in team performance and customer satisfaction.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

• Create and execute learning programs to empower Support Specialists to handle complex and technical customer queries.
• Develop technical training materials, including presentations, labs, documentation, videos, and interactive modules.
• Partner with internal knowledge management teams to document processes, product and feature updates, and a holistic enablement strategy to ensure Support Specialists are informed and ready to solve customer questions.
• Assess training needs and knowledge gaps through analysis of Support performance and assessment strategies.
• Analyze training effectiveness through business-focused metrics like speed to solve, knowledge attainment, and customer satisfaction.
• Work closely with Product, Engineering, Sales, and other organizations to align enablement strategies with business goals and drive customer success.

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

• 3-5 years of experience in a technical support or training role.
• Experience in authoring, delivering, and/or facilitating training on technical or SaaS products.
• The ability to prioritize competing requests to deliver results.
• The ability to manage and prioritize complex projects while providing clarity and vision to key stakeholders.
• Strong written communication skills, with the ability to break down complex ideas into easily understood concepts.

While not required, it’s an added plus if you also have:

• Experience building and deploying training for a technical SaaS product.
• Experience using Figma products.
• Experience in fast-paced support environments.
• Exposure to working on a global scale.
• A unique assessment strategy to understand knowledge gaps and opportunities.
• Experience presenting high-quality training workshops to professional technical audiences.

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 experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.