Manager, Technical Support (London, United Kingdom)
As a leader in our Product Support organization, you'll have the opportunity to lead and grow our Technical Support team for EMEA, ensuring we effectively identify, investigate, and resolve complex product issues at scale. You'll continue to shape this function - setting strategy, hiring and developing high-performing talent, defining how we partner with Product and Engineering, and building the systems needed to improve product quality for our customers, including our most strategic Enterprise users.
You'll partner closely with Product, Engineering, Support Operations, and Enterprise Support to strengthen feedback loops, improve workflows, and drive meaningful product improvements. This role requires balancing technical depth, customer experience, and operational excellence. We're looking for a leader who is passionate about developing people, thrives in complexity, and brings structure and clarity to a high-growth, evolving environment.
This role will be hybrid from our London Hub.
What you'll do at Figma:
Build and lead the Technical Support function in EMEA, setting a high bar for technical excellence and customer experience
As a builder and coach, you'll lead and empower the team to meet KPIs across Technical Support
Partner with Product Support Operations to design and implement scalable processes for bug triage, investigation, and resolution
Collaborate closely with our engineering partners to ensure high-quality bug reporting and strong feedback loops
Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making
Coach and develop team members across Enterprise and Technical Support, emphasizing technical depth and career growth
Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes
We'd love to hear from you if you have:
Leadership & SaaS Experience: 4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting enterprise customers.
Technical & Debugging Acumen: Strong background in debugging and technical quality, with the ability to interpret developer documentation and APIs, and working knowledge of web technologies (JavaScript/TypeScript, HTML, CSS).
Enterprise Support Expertise: Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security.
Cross-functional Collaboration & Scaling: Proven ability to partner with cross-functional partners to resolve issues and drive improvements, while also being comfortable building new systems and processes from scratch.
People Management & Development: Deep expertise in people leadership and a passion for developing effective, high-performing teams.
While it's not required, it's an added plus if you also have:
Experience using Figma's products
Background in developer-facing or API-heavy support environments
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.