Technical Support Manager - Ecosystem

Company Description

Job Description

Join 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 work

Our 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 role

As 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 team
• You’ll be responsible for ensuring that all priority partners are supported through the review process with a high-quality, timely experience
• You're the driver for a more streamlined and automated review process, implementing tooling improvements, Jira automations, and AI-assisted checks to scale operations
• You’ll be the conduit between developers and the Canva product team, translating developer feedback and pain points into actionable product insights that assist with prioritisation
• You’ll ensure only quality apps make it into the ecosystem through rigorous review processes, ongoing quality checks, and post-release monitoring
• You’ll work with Ecosystem teams to identify recurring review issues and resolve them upstream, reducing repeat friction for developers and reviewers alike
• You’ll create and maintain feedback loops between the developer community and internal Canva teams to continuously improve the platform experience

You're probably a match if

• You have at least 6 years of experience in technical support or operations, with a track record of coaching individuals and driving team performance
• You're energised by the opportunity to build scalable operations and love diving into whatever needs doing to move things forward
• You'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 stakeholders
• You 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 must
• You're hands-on when it comes to implementing and improving systems and processes that support the business
• You're comfortable working with data and dashboards to track SLAs, identify bottlenecks, and measure team performance
• You communicate clearly and can manage multiple priorities and stakeholders across product, engineering, and partnerships
• You're comfortable being the face of developer support and app reviews — representing the team confidently to both internal and external audiences

What the candidate will learn and how will they develop at Canva:

• Work closely with Ecosystem product, partnerships, and engineering teams, gaining deep exposure to how a platform ecosystem operates at scale
• Build and implement cutting-edge AI-assisted workflows and automations for complex review processes, developing skills at the intersection of operations and technology
• Own and shape the end-to-end app review process at Canva, with the opportunity to define how quality and trust are maintained as the ecosystem grows
• Gain exposure to a high-impact platform powering millions of users, with the opportunity to directly influence the developer experience and ecosystem health

About the team

The Ecosystem group contributes to Canva’s growth towards 1 billion users by creating an abundant app ecosystem that tailors to the diverse needs of our users across all demographics. As Canva continues to play a larger role in organisations with larger teams, it is essential that we continue growing an ecosystem that supports both apps and integrations with 3rd party tools/apps/services. Ecosystem has launched the Canva Apps SDK and is continuing to evolve Ecosystem product offering by recently launching the public REST API for Canva to serve third-party developers (Connect API) and support integrations with enterprises and SaaS software!

We’re the Developer Support team within the Ecosystem group. Our mission is to be the quality and trust layer of the Canva ecosystem. We support developers who are building apps and integrations on the platform through technical support — triaging issues and coordinating with Canva’s engineering teams — as well as managing the app review process. All apps and integrations made available on the Canva platform go through our review process to ensure they align with Canva community standards and are of the highest quality. We partner closely with engineering, product, and partnerships to accelerate developer success and maintain ecosystem health.

What's in it for you?

Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.

Here's a taste of what's on offer:

• Equity packages - we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Check out lifeatcanva.com for more info.

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don’t feel like your skills quite match what’s listed above - we still want to hear from you!

Please note that interviews are conducted virtually.

Qualifications

Additional Information