Manager, Technical Support (London, United Kingdom)

<div class="content-intro"><p>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!</p></div><div class="section page-centered"> <p>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.</p> <p>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.</p> <p>This role will be hybrid from our London Hub.</p> <h4><strong>What you'll do at Figma:</strong></h4> <ul> <li>Build and lead the Technical Support function in EMEA, setting a high bar for technical excellence and customer experience</li> <li>As a builder and coach, you'll lead and empower the team to meet KPIs across Technical Support</li> <li>Partner with Product Support Operations to design and implement scalable processes for bug triage, investigation, and resolution</li> <li>Collaborate closely with our engineering partners to ensure high-quality bug reporting and strong feedback loops</li> <li>Use data and insights from Product Support Analytics to surface trends, improve product quality, and inform strategic decision-making</li> <li>Coach and develop team members across Enterprise and Technical Support, emphasizing technical depth and career growth</li> <li>Support high-complexity Enterprise escalations, ensuring consistent, high-quality technical outcomes</li> </ul> <h4><strong>We'd love to hear from you if you have:</strong></h4> <ul> <li>Leadership &amp; SaaS Experience: 4+ years leading high-performing technical support teams in a SaaS environment, with a focus on