Fast Facts

We are looking for a Technical Learning Specialist to design and deliver training programs for our Product Support team, enhancing their ability to manage complex technical customer queries in a fast-paced environment.

Responsibilities: Create high-value learning programs, leverage AI for training development, document processes, assess training needs, and analyze training effectiveness.

Skills: 3+ years in training, experience with technical/SaaS products, knowledge of instructional design and adult learning theory, strong project management skills.

Qualifications: Prior experience with technical SaaS products and familiarity with Figma is a plus.

Location: Remote or from US hubs in San Francisco, CA or New York, NY.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $85,000 - $120,000.

We’re seeking a Technical Learning Specialist to help upskill our Product Support team in handling complex technical customer queries. As Figma continues to grow and ship more advanced, developer-focused, and AI-driven features, this newly created role will be critical in developing and delivering training programs that empower our Product 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 impact to ensure our teams are well-prepared for a range of technical challenges — from navigating APIs and AI-powered tools to supporting the unique needs of our largest Enterprise customers. You’ll work in a fast-paced, agile environment where innovation is valued and encouraged, leveraging AI technology for both efficiency and creativity. You’ll also have the space to be creative in delivering impactful learning opportunities for our audiences. Ultimately, you’ll help ensure Figma’s customers receive the support they need.

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 high-value learning programs to empower Product Support Specialists in handling complex and technical customer queries, especially around developer-focused features like Dev Mode, Figma Make, REST APIs, and future developer-oriented Figma product offerings
• Leverage AI to move faster in building training programs and developing simulation or practice environments that support real-world application of learning content
• Partner with internal knowledge management teams to document processes, products, and feature updates, and to build a well-rounded enablement strategy that ensures Specialists are informed and equipped to resolve customer questions
• Assess training needs and knowledge gaps through close collaboration with Support teams and managers to understand (and replicate) where customers are getting stuck and where Support can help unblock them
• Analyze training effectiveness through business-focused metrics such as speed, quality, and customer satisfaction

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

• 3+ years of experience in a training role, with experience authoring, delivering, and/or facilitating training on technical or SaaS products
• Knowledge of best practices in instructional design and adult learning theory, as well as experience implementing them using AI or other emerging technologies
• Experience prioritizing competing requests and navigating ambiguity to achieve strong outcomes
• Ability to manage constantly evolving projects while providing clarity and vision to key stakeholders
• Desire to collaborate effectively and identify the most impactful ways to serve your audiences

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

• Experience in building and deploying training for a technical SaaS product
• Familiarity with Figma products
• Experience working in fast-paced support environments
• Exposure to working at a global scale
• Track record of developing unique assessment strategies to identify knowledge gaps and opportunities
• Skilled in delivering high-quality training workshops to professional technical professionals

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.