Manager, Technical Support (London, United Kingdom)

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 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 accommodations-ext@figma.com. 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.

Application limits: To help candidates focus on the opportunities most relevant to their skills and experience, Figma limits the number and frequency of applications. These limits apply to all roles:

• Candidates may submit up to 5 applications during any rolling 30-day period.
• Candidates may not reapply to the same role while an application is active or within 90 days of receiving a rejection.

Once the applicable days has passed, candidates are welcome to apply again.