Technical Support Manager (Ecosystem)

TL;DR

Technical Support Manager (Ecosystem): Leading Developer Support and App Review teams to scale the developer ecosystem with an accent on operational efficiency and automation. Focus on implementing AI-assisted workflows, reducing developer friction, and maintaining high quality standards for app integrations.

Location: Makati, Philippines (Hybrid options available)

Company

A global design platform empowering the world to design and create.

What you will do

• Lead and coach Developer Support and App Review teams to ensure high performance and SLA compliance.
• Drive the adoption of automation, Jira improvements, and AI to scale review processes.
• Act as the primary conduit between external developers and internal product teams to improve the platform.
• Maintain ecosystem quality through rigorous review processes and post-release monitoring.
• Collaborate with Ecosystem teams to resolve recurring technical issues upstream.
• Develop and manage feedback loops to enhance the overall developer experience.

Requirements

• At least 6 years of experience in technical support or operations.
• Proven track record of coaching individuals and driving team performance.
• Ability to work conceptually with APIs, SDKs, and developer tooling.
• Hands-on experience automating processes using Jira Service Management.
• Proficiency in using data and dashboards to track SLAs and identify bottlenecks.
• Must be based in Makati, Philippines

Nice to have

• Experience leveraging AI to drive operational efficiency.

Culture & Benefits

• Equity packages for shared success.
• Inclusive parental leave policy for all parents and carers.
• Annual Vibe & Thrive allowance for wellbeing and office setup.
• Flexible leave options for recharging and personal growth.
• Empowering environment with flexible work arrangements (office, home, or hybrid).