Manager, Technical Support (London, United Kingdom)
Core
Lead the Technical Quality function for EMEA, identifying, investigating, and resolving complex product issues at scale while setting strategy and building systems to improve product quality for Enterprise users.
Role type
Manager, Technical Support (EMEA)
Builds
Scalable processes for bug triage, investigation, and resolution; systems to improve product quality and feedback loops.
Domain
SaaS / Design Collaboration Tools / Enterprise Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Leadership of high-performing technical support teams, debugging and technical quality, interpreting developer documentation and APIs, web technologies (JavaScript/TypeScript, HTML, CSS), Enterprise support (SSO, SCIM, provisioning, security), cross-functional collaboration, people management and team development.
Preferred skills
Experience with Figma products, background in developer-facing or API-heavy support environments.
Technologies
JavaScript, TypeScript, HTML, CSS, SSO, SCIM
Responsibilities
Build and lead the Technical Quality function in EMEA, lead and empower the team to meet KPIs, partner with Product Support Operations to design scalable processes, collaborate with engineering partners, use data and insights to surface trends and inform strategy, coach and develop team members, support high-complexity Enterprise escalations.
Seniority
Manager, hands-on leadership
