10 дней назад
Manager, Technical Support (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Manager, Technical Support (SaaS): Building and leading Figma’s EMEA Technical Quality function to investigate and resolve complex SaaS product issues at scale with an accent on technical excellence, enterprise support, and operational quality. Focus on developing high-performing teams, designing scalable bug triage workflows, strengthening Product and Engineering feedback loops, and improving product quality through support analytics.
Location: Hybrid from the London Hub, London, United Kingdom
Company
Figma develops a collaborative design platform that helps teams brainstorm, prototype, translate designs into code, and iterate with AI in real time.
What you will do
- Build and lead the Technical Quality function for EMEA, setting standards for technical excellence and customer experience.
- Lead, coach, and develop a high-performing team across Technical Quality and Enterprise Support.
- Design and implement scalable processes for bug triage, investigation, and resolution.
- Partner with Product, Engineering, Support Operations, and Enterprise Support to improve feedback loops and workflows.
- Use Product Support Analytics to identify trends, improve product quality, and inform strategic decisions.
- Support complex Enterprise escalations and ensure consistent technical outcomes.
Requirements
- 4+ years of experience leading technical support teams in a SaaS environment, particularly for enterprise customers.
- Strong debugging and technical quality experience, including the ability to interpret developer documentation and APIs.
- Working knowledge of web technologies including JavaScript, TypeScript, HTML, and CSS.
- Experience supporting complex enterprise environments involving SSO, SCIM, provisioning, and security.
- Experience collaborating cross-functionally and building new systems and processes from scratch.
- Strong people leadership and team development skills.
Nice to have
- Experience using Figma products.
- Experience in developer-facing or API-heavy support environments.
Culture & Benefits
- Growth-oriented culture focused on continuous learning and development.
- Equal opportunity workplace with reasonable accommodations available throughout the application and employment process.
- In-person onboarding is required if hired.
- Video interviews require candidates to keep their cameras on.
Hiring process
- Video interviews are conducted with cameras on to support a personal connection and hiring-process integrity.
- In-person onboarding is required after joining.
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