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Figma is seeking a Manager of Technical Support to lead and grow the Technical Quality team for EMEA. In this role, you will build the Technical Quality function from the ground up, setting strategy, hiring and developing high-performing talent, and defining how the team partners with Product and Engineering to improve product quality at scale.
You will lead a team responsible for identifying, investigating, and resolving complex product issues for Figma's customers, including strategic Enterprise users. Your responsibilities include:
• Building and leading the Technical Quality function in EMEA, establishing high standards for technical excellence and customer experience
• Leading and empowering the team to meet KPIs across Technical Quality
• Partnering with Product Support Operations to design and implement scalable processes for bug triage, investigation, and resolution
• Collaborating closely with engineering partners to ensure high-quality bug reporting and strong feedback loops
• Using data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decisions
• Coaching and developing team members across Enterprise and Technical Quality, emphasizing technical depth and career growth
• Supporting high-complexity Enterprise escalations to ensure consistent, high-quality technical outcomes
This is a hybrid role based in the London Hub. You will balance technical depth, customer experience, and operational excellence while thriving in a high-growth, evolving environment.
REQUIREMENTS:
• 4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting enterprise customers
• Strong background in debugging and technical quality, with the ability to interpret developer documentation and APIs
• Working knowledge of web technologies (JavaScript/TypeScript, HTML, CSS)
• Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security
• Proven ability to partner with cross-functional partners to resolve issues and drive improvements
• Comfortable building new systems and processes from scratch
• Deep expertise in people leadership and a passion for developing effective, high-performing teams
NICE-TO-HAVE:
• Experience using Figma's products
• Background in developer-facing or API-heavy support environments
