EMEA Technical Support Leader - Enterprise & Growth

Nubeero Limited; Greater London; Hybrid; GBP 110,000 - 170,000; Full time

Job summary

Figma is growing its Technical Support leadership for the EMEA region, building a high-performing team and defining how we partner with Product and Engineering. This hybrid London-based role focuses on scaling processes, improving customer outcomes, and driving cross-functional collaboration.

You will shape strategy, hire and develop talent, and create systems to improve product quality for our enterprise customers. A strong emphasis on data-driven improvements and coaching is required.

Qualifications

• Leadership experience with building and growing teams.
• SaaS industry experience, preferably with enterprise customers.
• Proven ability to partner with product and engineering teams.
• Strong people development and coaching skills.

Responsibilities

• Build and lead the Technical Support function in EMEA.
• Lead and empower the team to meet KPIs across Technical Support.
• Design scalable processes for bug triage, investigation, and resolution.
• Collaborate with engineering to ensure high-quality bug reporting and feedback loops.
• Use data from Product Support Analytics to surface trends and inform decisions.
• Coach and develop Enterprise and Technical Support teams for career growth.
• Support high-complexity escalations with consistent, high-quality outcomes.

Skills

Leadership

SaaS experience

Cross-functional collaboration

People management

Enterprise support

Job description

Figma is growing its Technical Support leadership for the EMEA region, building a high-performing team and defining how we partner with Product and Engineering. This hybrid London-based role focuses on scaling processes, improving customer outcomes, and driving cross-functional collaboration.

You will shape strategy, hire and develop talent, and create systems to improve product quality for our enterprise customers. A strong emphasis on data-driven improvements and coaching is required.