Technical Support Manager - Ecosystem

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Technical Support Manager - EcosystemFull-timeRecruitment type: PermanentJob DescriptionJoin the team redefining how the world experiences design.Kamusta, hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where and how you can workOur flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.What you’d be doing in this roleAs a Service Operations Specialist, you'll lead the Developer Support and App Review teams, owning both the day-to-day operations and the long-term strategy for how we scale. You'll be responsible for ensuring SLAs are met, the team is reaching their targets, and that we’re continually improving the efficiency and quality of our review processes. You’ll drive the adoption of automation and AI to ensure we're set up to handle growing review volumes without proportional headcount growth. You’ll work alongside product, partnerships, and engineering to ensure that every new ecosystem product launches with a streamlined review process, and that developer friction is minimised at every step.At the moment, this role is focused on:You’ll coach and lead a team of app review and support specialists, developing their skills and ensuring high performance across the teamYou’ll be responsible for ensuring that all priority partners are supported through the review process with a high-quality, timely experienceYou're the driver for a more streamlined and automated review process, implementing tooling improvements, Jira automations, and AI-assisted checks to scale operationsYou’ll be the conduit between developers and the Canva product team, translating developer feedback and pain points into actionable product insights that assist with prioritisationYou’ll ensure only quality apps make it into the ecosystem through rigorous review processes, ongoing quality checks, and post-release monitoringYou’ll work with Ecosystem teams to identify recurring review issues and resolve them upstream, reducing repeat friction for developers and reviewers alikeYou’ll create and maintain feedback loops between the developer community and internal Canva teams to continuously improve the platform experienceYou're probably a match ifYou have at least 6 years of experience in technical support or operations, with a track record of coaching individuals and driving team performanceYou're energised by the opportunity to build scalable operations and love diving into whatever needs doing to move things forwardYou're comfortable working in a technical environment — you don't need to write code, but you're at ease working with APIs, SDKs, and developer tooling at a conceptual level, and can hold your own in conversations with different teams and stakeholdersYou have hands-on experience automating processes and configuring systems such as Jira Service Management — knowing what to automate, how to implement it alongside a live queue, and how to measure the impact. Experience leveraging AI to drive efficiency is a bonus, but strong automation skills are a mustYou're hands-on when it comes to implementing and improving systems and processes that support the businessYou're comfortable working with data and dashboards to track SLAs, identify bottlenecks, and measure team performanceYou communicate clearly and can manage multiple priorities and stakeholders across product, engineering, and partnershipsYou're comfortable being the face of developer support and app reviews — representing the team confidently to both internal and external audiencesWhat the candidate will learn and how will they develop at...