Manager, Technical Support (London, United Kingdom)

Figma; Greater London; Hybrid; GBP 110,000 - 140,000; Full time

Job summary

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.

Qualifications

• 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.

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 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.

Skills

Technical leadership

SaaS experience

Debugging & debugging depth

Enterprise support

Cross-functional collaboration

People management

Job description

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

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.

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [e-mail]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• Holding interviews in an accessible location
• Enabling closed captioning on video conferencing
• Ensuring all written communication be compatible with screen readers
• Changing the mode or format of interviews

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.