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Figma · 2 months ago

Technical Learning Specialist

San Francisco, CA • New York, NY • United States

Full-time

Onsite

Mid Level

$122K/yr - $215K/yr

3+ years exp

Figma is a company on a mission to make design accessible to all, and they are seeking a Technical Learning Specialist to enhance their Product Support team's capabilities. This role involves creating training programs to empower specialists in addressing complex technical customer queries, especially regarding developer-focused features and AI tools.

CollaborationDeveloper ToolsProduct DesignSoftwareWeb Apps

Comp. & Benefits

Responsibilities

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

Qualification

Training program developmentTechnical product knowledgeInstructional designAI technology utilizationSaaS product experienceAssessment strategiesCollaborationProject management

Required

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