EMEA Technical Support Lead (SaaS)

Figma, Inc.; Greater London; Hybrid; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid work from London Hub

Job summary

Figma is seeking a Manager, Technical Support in London to lead and grow our EMEA Technical Support team. You will set strategy, hire and develop talent, and partner with Product and Engineering to improve product quality for enterprise customers.

This hybrid London role requires strong leadership in a SaaS environment, experience with enterprise workflows like SSO, SCIM, and security, and a passion for building scalable support systems that scale with a fast-growing company.

Qualifications

• 4+ years leading high-performing technical support teams in a SaaS environment, focused on enterprise customers.
• Experience supporting complex enterprise environments, including SSO, SCIM, provisioning, and security.
• Proven ability to partner with cross-functional teams to resolve issues and drive improvements, while building new systems and processes from scratch.

Responsibilities

• 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 and implement scalable processes for bug triage, investigation, and resolution.
• Collaborate closely with engineering partners to ensure high-quality bug reporting and strong feedback loops.
• Use data from Product Support Analytics to surface trends, improve product quality, and inform strategic decisions.
• Coach and develop team members across Enterprise and Technical Support, emphasizing technical depth and career growth.
• Support high-complexity Enterprise escalations to ensure consistent, high-quality outcomes.

Skills

Leadership

SaaS Experience

Enterprise Support

Cross-functional Collaboration

People Management

Job description

Figma is seeking a Manager, Technical Support in London to lead and grow our EMEA Technical Support team. You will set strategy, hire and develop talent, and partner with Product and Engineering to improve product quality for enterprise customers.

This hybrid London role requires strong leadership in a SaaS environment, experience with enterprise workflows like SSO, SCIM, and security, and a passion for building scalable support systems that scale with a fast-growing company.