Technical Support Engineer (Bengaluru, India)

As a Technical Support Engineer on the Customer Support team, you’ll play a critical role in shaping how Figma identifies, diagnoses, and resolves complex product issues at scale. As a founding member of our Bangalore team, you’ll help establish quality standards, influence workflows, and build strong partnerships with Engineering and Product.

We are looking for a Technical Support Engineer who will drive quality improvements across the support and product lifecycle. This role goes beyond resolving issues—you’ll identify patterns, lead root cause analysis, and partner with Engineering and Product to improve reliability and customer experience at scale. The ideal candidate brings strong technical depth, systems thinking, and the ability to operate effectively in a fast-paced, ambiguous environment.

Coverage outside standard business hours is part of this role. Your shift hours will be one of the following:

• Wednesday to Sunday, 12.30pm - 9.30pm IST
• Thursday to Monday, 12.30pm - 9.30pm IST
• Friday to Tuesday, 12.30pm - 9.30pm IST

This role will be held from our Bengaluru office. 

What you’ll do at Figma:

• 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 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:

• 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

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

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