Technical Escalations Specialist

Company Description

LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

Job Description

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together. 

As a Technical Support Specialist you will provide Tier 2 support for LinkedIn’s products, putting our members first to deliver the best support experience possible. Technical Support Specialists review escalations from the Tier 1 support team, leveraging advanced troubleshooting skills and deep product knowledge to resolve member issues as quickly as possible. When necessary, you will work closely with the Tier 3 support team to escalate production bugs to Engineering, providing all of the information and data needed to quickly analyze and triage issues. You are also responsible for identifying opportunities to improve the knowledge and training of Tier 1 representatives, as well as processes and tool improvements to further empower support teams to resolve member issues as efficiently and effectively as possible.

You will also have the opportunity to work closely with the Engineering and Product teams, to not only improve upon your technical and product knowledge, but also to participate in helping to improve the quality of LinkedIn’s products. You are a great fit for this role if you are laser-focused on helping your customers, an awesome problem solver, and capable of diving deep and learning quickly to master a wide array of products. 

Responsibilities: 

• Evaluate, troubleshoot, and resolve member escalations from Tier 1 

• When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support and beyond 

• Review, investigate, and resolve technical member cases within the target SLAs 

• Evaluate and troubleshoot client issues using problem-solving skills to prioritize, escalate, and track incidents to closure under pressure 

• Develop deep product knowledge on a wide array of products to effectively differentiate genuine production bugs from other technical issues 

• Identify opportunities to better empower Tier 1 support through training and tools to resolve member issues as quickly as possible 

• Participate in regular meetings and calls with Tier 1 and Tier 3 support to ensure support teams are in sync and resolving issues in the most effective manner 

• Partner with Tier3 to enhance product and process improvement initiatives through collaboration. 

• Occasionally collaborate with members and customers on complex issues requiring direct communication to resolve 

Qualifications

Basic Qualifications: 

• 4+ years of experience in Member Support, Technical Support, Quality Assurance, Product Operations or Product Management 

• Experience with SQL and UNIX commands 

• Ability to troubleshoot product escalations, conduct issue analysis, and find resolutions 

• Ability to advocate for member issues and work with stakeholders across the company 

• Ability to manage initiatives of low complexity and limited risk with moderate business impact 

• Ability to provide input into projects based on domain expertise and product knowledge 

• Ability to assist and guide IC1 in their projects and initiatives 

• Experience with one or more CRM tools and ticketing systems. 

 Preferred Qualifications: 

• Familiarity with HTML, JavaScript, AJAX, APIs, and other web development technologies 

• Familiarity with cURL 

• Practical knowledge with a scripting language 

• Familiarity with Data analysis. 

Suggested Skills: 

• SQL 

• Unix 

• Troubleshooting 

• Escalation Management 

• Technical Support 

LinkedIn is committed to fair and equitable compensation practices. 

The pay range for this role is $69,000 to $100,000. Actual compensation packages are based on several factors that are unique t