Manager, Technical Support (London, United Kingdom)

Overview

In this role you will build and lead Figma’s Technical Quality function for EMEA, setting a high bar for technical excellence and customer experience. You’ll partner with Product, Engineering, and Support to shape scalable processes and ensure high-quality outcomes for enterprise customers. You’ll leverage data to identify trends and drive product improvements, while coaching teams for growth and impact. This is a high-impact leadership role in a fast-growing, collaborative environment with a clear mission to improve design collaboration at scale.

Responsibilities

• Build and lead the Technical Quality function in EMEA, establishing standards for technical excellence and customer experience
• Lead and empower the team to meet KPI targets across Technical Quality
• Partner with Product Support Operations to design scalable bug triage, investigation, and resolution processes
• Collaborate with Engineering to ensure robust bug reporting and effective feedback loops
• Utilize Product Support Analytics to surface trends and inform strategic decisions about product quality
• Coach and develop team members, emphasizing technical depth and career growth
• Support high-complexity Enterprise escalations with consistent technical outcomes

Key requirements

• 4+ years leading high-performing technical support teams in a SaaS environment with enterprise focus

• leadership
• cross-functional collaboration
• people development
• debugging acumen and technical quality
• ability to interpret developer documentation and APIs
• web technologies (JavaScript/TypeScript, HTML, CSS)

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