Engineering Manager- Specialist Experience & Platform

About the Group/Team
Specialist Systems and Platforms own the mission to provide secure scalable and efficient tools for our specialists so they can focus on providing magical and differentiated support to our rapidly growing user base. Within this group the Specialist Platform and Experience (SPXP) team is responsible for the custom tooling that we use to deliver a magical support experience.

Come and join us if you enjoy:

• Helping people. People reach out to support when they have a problem and we are building tools that enable people to get back to making beautiful designs

• Empowering others. We build tools that enable teams to achieve results that they could not have managed otherwise

• Close partnerships. The users of our tools are Canvanauts on the same mission to deliver a magical differentiated support experience. The best results come when engineering and support combine to help people.

• Solving root causes of problems. To create the best support experience you need to shift left and address the root of the problem not just the problem that appears today.

• Continuous learning. We want people who enjoy sharing knowledge conducting workshops and encouraging exploration of new technologies and methodologies.

• A positive supportive culture. Team members are keen to lean in collaborate and celebrate success together

About the Role/Specialty
You will be responsible for a team who are building custom software to make a magical support addition to enabling support we are the custodians of our customers data so you will be responsible for security considerations.

The team is currently on a mission to enable AI systems to resolve customer problems; from quick local workflows to automated solutions built by a team of engineers. Your team operates an MCP server that provides a consistent data and policy platform. You will partner closely with other teams and crafts to accelerate and standardise how AI is used to enable support. This is an opportunity to lead a team who will shape how AI is adopted by software teams and business teams.

What youll do (responsibilities)

• Coaching mentoring and growing a team of engineers building platform capabilities fostering psychological safety and a culture of innovation.

• Leading the teams technical strategy and roadmap in close collaboration with Program Managers Enablement Teams and Engineering teams across User Voice and Canva.

• Driving planning and refinement of team goals balancing platform robustness high impact enablement and engineering practices.

• Facilitating cross-team collaborations from initial spikes and MVPs through to full integration ensuring agents are built on a common foundation

• Championing engineering quality AI governance and contribution standards

• Aligning with User Voice leadership on prioritisation and resourcing to maximise the impact of the team.

What were looking for

• Youre 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 curious about where the technology is heading and how to apply it to real problems at scale.

• You balance platform thinking (reliability scalability governance) with product thinking (user outcomes CSAT activation and retention).

• Youre an excellent communicator who can translate foundational platform work into business value building trust with cross-functional stakeholders across the business.

Remote Work :

No

Employment Type :

Full-time