Technical Learning Specialist

Summary

Join Figma's growing team as a Technical Learning Specialist! This newly created role focuses on developing and delivering training programs for the support team, enabling them to confidently handle complex technical customer queries. You will design engaging learning materials, collaborate with various teams, and analyze training effectiveness to improve team performance and customer satisfaction. This full-time position can be based in a US hub or remotely within the United States. You'll play a key role in scaling and enhancing Figma's support, directly impacting customer experience. The ideal candidate possesses strong technical training experience and excellent communication skills. Figma offers a competitive compensation and benefits package.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles
• An annual bonus plan for eligible non-sales roles
• Equity