Figma
Support Engineering
Overview
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.
About Figma
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.
Requirements & Eligibility
- 4+ years leading high-performing technical support teams in a SaaS environment, with a focus on supporting enterprise customers.
- 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).
- Experience supporting complex enterprise environments, including workflows related to SSO, SCIM, provisioning, and security.
- 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.
- Deep expertise in people leadership and a passion for developing effective, high-performing teams.
Key Responsibilities
- 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
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