Engineering Manager- Specialist Experience & Platform

About the Role

You will lead a team responsible for building custom software that powers a magical support experience. In addition to enabling support teams, you are the custodian of customer data, making security a core consideration in every decision. The team is currently focused on enabling AI systems to resolve customer problems, ranging from quick, local workflows to automated solutions built by teams of engineers. You will operate and govern an MCP server that provides a consistent data and policy platform. You will partner closely with other teams and crafts to accelerate and standardize how AI is used to enable support. This is a leadership opportunity to shape AI adoption for both software teams and business teams.

Responsibilities

• Coach, mentor, and grow a team of engineers building platform capabilities, fostering psychological safety and a culture of innovation.
• Lead the technical strategy and roadmap for the team in close collaboration with Program Managers, Enablement Teams, and Engineering Teams across User Voice and Canva.
• Drive planning and refinement of team goals, balancing platform robustness, high-impact enablement, and engineering practices.
• Facilitate cross-team collaborations from initial spikes and minimum viable products through to full integration, ensuring agents are built on a common foundation.
• Champion engineering quality, AI governance, and contribution standards.
• Align with User Voice leadership on prioritization and resourcing to maximize the impact of the team.

What We Are Looking For

• You are an experienced engineering manager with a proven track record of leading teams and delivering at scale.
• You have strong technical depth in backend engineering and the ability to make sound architectural decisions.
• You have a genuine interest in AI and LLM-powered products, are curious about where the technology is heading, and how it can be applied to real problems at scale.
• You balance platform thinking, such as reliability, scalability, and governance, with product thinking, including user outcomes, CSAT, activation, and retention.
• You are an excellent communicator who can translate foundational platform work into business value and build trust with cross-functional stakeholders across the business.

What You Will Do in This Role

• Define technical direction alongside program managers for support tooling roadmaps.
• Guide engineers to build platform capabilities that maintain psychological safety.
• Plan sprint goals where robustness meets high-impact support outcomes.
• Prototype AI solutions from raw ideas to integrated agent workflows.
• Drive quality standards to ensure AI governance and contributions remain consistent.
• Partner with User Voice to align resourcing for the highest team impact.
• Champion data policies within an MCP server to ensure safe, governed access.
• Translate platform work into business wins that earn trust from cross-functional stakeholders.

Requirements

• Hands-on backend depth to judge architectural trade-offs for scalable systems.
• Experience managing teams that ship software at large-scale user volumes.
• Understanding of AI trends and how LLM products can solve support problems.
• The ability to balance platform reliability with product outcomes such as retention and activation.
• Clear communication skills to ensure engineers and executives understand complex platform work.

Nice to Have

• Interest in evolving tools for specialist support at massive scale.

Compensation and Location

Location: Australia

Engagement: Full-time

Compensation: $180,000 per year

Practical Notes

Please Where and How You Can Work

Our flagship campus is in Sydney. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth, and Adelaide. However, you have a choice in where and how you work. We trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.

A Note on Culture

We value helping people, empowering others, close partnerships, solving root causes, continuous learning, and a positive, supportive culture. Team members are keen to lean in, collaborate, and celebrate success together. Join the team redefining how the world experiences design.

Global Greetings

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 are probably keen to find out what is on offer, so we will get straight to the point.