Description
Figma is growing its team of passionate creatives and builders on a mission to make design accessible to all.
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.
Responsibilities
- 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
Requirements
- 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
Nice to Have
- Experience using Figma's products
- Background in developer-facing or API-heavy support environments
At Figma, 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.
Benefits 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.