EMEA Head of Technical Support - SaaS & Enterprise

Figma; Greater London; Ibrido; GBP 110.000 - 140.000; Tempo pieno

Descrizione del lavoro

Figma in London is seeking a leader to build and drive the Technical Support function for EMEA. You will manage and coach teams, set strategic direction with Product and Engineering, and ensure scalable processes for bug triage and resolution.

You will partner with stakeholders to improve workflows, balance technical depth with customer experience, and foster growth within a fast-moving, hybrid environment. Applicants should excel at people leadership and cross-functional collaboration.

Competenze

• 4+ years leading high-performing technical support teams in a SaaS environment, focusing on enterprise customers.
• Strong debugging and technical quality skills; ability to interpret developer docs and APIs; web tech knowledge (JS/TS, HTML, CSS).
• Experience supporting complex enterprise environments with workflows like SSO, SCIM, provisioning, and security.
• Proven ability to partner with cross-functional teams and build scalable systems from scratch.
• Deep expertise in people leadership and developing high-performing teams.

Mansioni

• Build and lead the Technical Support function in EMEA, setting a high bar for technical excellence and customer experience.
• Lead and empower the team to meet KPIs across Technical Support.
• Partner with Product Support Operations to design scalable processes for bug triage, investigation, and resolution.
• Collaborate with engineering to ensure high-quality bug reporting and strong feedback loops.
• Use data from Product Support Analytics to surface trends and inform strategic decisions.
• Coach and develop Enterprise and Technical Support team members for career growth.
• Support high-complexity Enterprise escalations with consistent, high-quality outcomes.

Conoscenze

Technical leadership

SaaS experience

Debugging & debugging depth

Enterprise support

Cross-functional collaboration

People management

Descrizione del lavoro

Figma in London is seeking a leader to build and drive the Technical Support function for EMEA. You will manage and coach teams, set strategic direction with Product and Engineering, and ensure scalable processes for bug triage and resolution.

You will partner with stakeholders to improve workflows, balance technical depth with customer experience, and foster growth within a fast-moving, hybrid environment. Applicants should excel at people leadership and cross-functional collaboration.