Manager, Technical Support (London, United Kingdom)

The shape of it

In the posting’s own words

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.

What it asks for · 5

• 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.

Also a plus

• Experience using Figma's products
• Background in developer-facing or API-heavy support environments

What the job covers

• 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

Tools and skills named

Words the posting leans on

• product11×
• technical11×
• support9×
• enterprise7×
• experience6×
• partner6×
• technical quality5×
• customer4×
• design4×
• people4×
• developing3×
• engineering3×
• excited3×
• high-performing3×
• lead3×
• product support3×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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