Technical Support Manager - Ecosystem

Canva
Philippines
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Coaching","Stakeholder management","Communication","Process improvement","Data analysis"]

Lead the Developer Support and App Review teams, owning day-to-day operations and long-term strategy for scaling the ecosystem review process. Ensure SLAs and team targets are met, improve review efficiency and quality, and drive automation and AI-assisted checks to handle growing volumes. Partner with product, partnerships, and engineering to streamline launches, reduce developer friction, translate feedback into product insights, and maintain rigorous quality and post-release monitoring.

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FursaFursa
Canva
Canva
1 month ago

Technical Support Manager - Ecosystem

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Lead the Developer Support and App Review teams, owning day-to-day operations and long-term strategy for scaling the ecosystem review process. Ensure SLAs and team targets are met, improve review efficiency and quality, and drive automation and AI-assisted checks to handle growing volumes. Partner with product, partnerships, and engineering to streamline launches, reduce developer friction, translate feedback into product insights, and maintain rigorous quality and post-release monitoring.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and coach app review and support specialists, developing skills and ensuring high performance.
  • •Ensure priority partners receive a high-quality, timely review experience and that SLAs are met.
  • •Drive a more streamlined, automated app review process using tooling improvements, Jira automations, and AI-assisted checks.
  • •Serve as the conduit between developers and the product team by translating feedback and pain points into actionable product insights.
  • •Ensure only quality apps enter the ecosystem through rigorous review processes, ongoing quality checks, and post-release monitoring.

Pay and Benefits

Perks:EquityParental Leave

Key Requirements

  • •At least 6 years of experience in technical support or operations, with a track record of coaching individuals and driving team performance.
  • •Comfort working in a technical environment, able to converse confidently with stakeholders about APIs, SDKs, and developer tooling at a conceptual level.
  • •Hands-on automation experience, including configuring systems such as Jira Service Management and measuring impact on a live queue.
  • •Hands-on experience implementing and improving systems and processes that support the business.
  • •Comfort working with data and dashboards to track SLAs, identify bottlenecks, and measure team performance.
Experience:Technical supportOperationsDeveloper toolingPlatform ecosystem
Skills:CoachingStakeholder managementCommunicationProcess improvementData analysis
Languages:English
Tech Stack:APIsSDKsJiraJira Service ManagementJira automationsAIREST APICanva Apps SDKConnect API

Company Brief

Canva
Canva is an online visual communications platform that provides drag-and-drop design tools, templates, and media assets for creating presentations, social media graphics, videos, documents and more, serving individuals and large enterprises globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: Surry Hills, New South Wales, Australia
Founded: 2012
Glassdoor
Glassdoor: 3.9
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