Manager, Technical Support (London, United Kingdom)

Figma; United States; Hybride; USD 121 000 - 175 000; Plein temps

Résumé du poste

United States Digital Space LLC is seeking a strategic leader to build and grow the Technical Quality function for the EMEA region. You will steer cross-functional collaboration with Product, Engineering, and Support Operations to drive scalable triage, investigation, and resolution of complex issues, while nurturing a high-performing team.

The role emphasizes balancing technical depth with customer experience, and shaping processes to improve product quality for enterprise customers, in a

Qualifications

• 4+ years leading high-performing technical support teams in a SaaS environment, enterprise focus.
• Strong debugging and technical quality background with API knowledge.
• Experience supporting complex enterprise environments, including SSO, SCIM provisioning and security.
• Cross-functional collaboration and scaling, with ability to build new systems and processes from scratch.
• People leadership and development expertise.

Responsabilités

• Build and lead the Technical Quality 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 Quality
• 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 Quality, emphasizing technical depth and career growth
• Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes

Connaissances

Leadership

SaaS Experience

Tech Debugging

Cross-functional Collaboration

People Management

Description du poste

the company is growing our team of passionate creatives and builders on a mission to make design accessible to all. the company’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, the company 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 Quality 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 the company:

• Build and lead the Technical Quality 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 Quality

• 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 Quality, 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 the company's products

• Background in developer-facing or API-heavy support environments

At the company, 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 the company 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. the company 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.

• 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 the company's Candidate Privacy Notice.