Position Details

Type Not Specified

Experience lead

Exp. Years 4+ years

Education Not specified

Category Customer Success & Support

About this role

Figma is looking for a Manager, Technical Support to found and lead Technical Quality and Enterprise teams in its Bengaluru hub. The role owns scalable processes for bug triage, investigation, and resolution while partnering with Product and Engineering to improve product quality.

Key Responsibilities

Build and lead the Technical Quality function in India
Establish team structure, hiring, and operational rhythms
Manage, coach, and empower the team against KPIs
Design scalable bug triage, investigation, and resolution processes
Collaborate with Product and Engineering and use analytics to drive improvements

Technical Overview

You will lead technical support quality at scale, using technical expertise to handle complex enterprise escalations and to improve bug reporting quality. The role expects familiarity with web technologies (JavaScript/TypeScript, HTML, CSS) and the ability to interpret developer documentation and APIs, supported by Product Support Analytics.

Ideal Candidate

The ideal candidate is a lead-level technical support manager with 4+ years leading high-performing technical support teams in a SaaS environment focused on enterprise customers. They combine strong people leadership with deep debugging and technical quality skills, including interpreting developer documentation and APIs and familiarity with JavaScript/TypeScript, HTML, and CSS.

Must-Have Skills

4+ years leading high-performing technical support teams in a SaaS environmentwith a focus on supporting enterprise customerspeople leadershipdebuggingtechnical qualityinterpret developer documentation and APIsfamiliarity with web technologies (JavaScript/TypeScriptHTMLCSS)bug triagebug investigationbug resolutionenterprise escalations

Tools & Platforms

Product Support Analytics

Required Skills

people leadershiptechnical supporttechnical qualityenterprise supportbug triagebug investigationbug reportingbug resolutiondebuggingAPIsdeveloper documentationJavaScriptTypeScriptHTMLCSSsupport escalationsKPIssupport operationsproduct support analytics

Hard Skills

people leadershiptechnical support team leadershiptechnical qualityenterprise supportbug triagebug investigationbug resolutiondebuggingtechnical quality assuranceinterpreting developer documentationAPIsweb technologiesJavaScriptTypeScriptHTMLCSSescalation handlingsupport analyticsproduct support analytics

Soft Skills

leadershipdeveloping peoplestructure and claritythrives in complexityhigh-performing team buildingcoach and empowercross-functional partnershipcustomer experience focus

Industry & Role

Industry SaaS

Job Function Lead and establish technical quality and enterprise technical support operations for SaaS product issues at scale

Role Subtype Technical Support Specialist

Tech Domains QA & Testing

Keywords for Your Resume

ManagerTechnical SupportProduct Support organizationTechnical QualityEnterprise supportBengaluru Hubpeople leadershipSaaS environmententerprise customersdebuggingbug triagebug investigationbug reportingbug resolutionAPIsdeveloper documentationweb technologiesJavaScriptTypeScriptHTMLCSSsupport escalationsKPIsSupport OperationsProductEngineeringProduct Support Analyticstechnical excellencecustomer experienceoperational rhythmshiring and developing

Deal Breakers

Must have 4+ years leading technical support teams in a SaaS environment, Must have strong debugging/technical quality experience, Must be familiar with JavaScript/TypeScript, HTML, and CSS

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Manager, Technical Support (Bengaluru, India)

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