Technical Services Manager

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, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team. This role can be based in our Sunnyvale, San Francisco, or Omaha NE offices.

As a Technical Services Manager, you will monitor product health and quality based on data gathered from multiple sources (including real-time product monitoring, member escalations, social media, and help center discussions), prioritize issues, and work directly with Engineering and Product Management to implement changes to deliver the best member & customer experience possible. 
 

Your team is the last stop before engineering, so the most complex issues not resolved through other support channels are escalated to you to investigate, triage, and resolve. Technical Services Managers aggregate and analyze member bugs/issues using internal tools, path analysis reports, available data, and then work with their Product & Engineering stakeholders to drive fixes for key product issues, prioritized based upon issue volume, the number of members impacted, revenue impact, and other relevant factors. 
 

In addition to providing operational support for member escalations and product bugs, Technical Services Managers are expected to drive strategic initiatives to improve product quality, looking at key metrics such as the bug introduction rate, bug backlog, and SLA performance. Technical Services Managers also play an essential role in product launches and sunsets, ensuring readiness from a product quality perspective and providing supporting technical services.
 

Responsibilities:

• Responsible for a large product and feature set, or multiple products. Influences business decisions and leads major work streams on key projects.
• Monitor key metrics related to product quality and drive initiatives to achieve related goals and improve product quality
• Review, investigate, and resolve complex technical member cases within the target SLAs
• Lead, organize and/or participate in cross team discussions, bringing in diverse perspectives and ensuring ideas are challenged respectfully.
• Lead team projects, define improvements and influence the direction of PTS team strategy with impact across the organization.
• Monitor and analyze reporting and dashboards to quickly identify issues and take corrective action when needed
• Report on escalation trends, top issues, and improvement opportunities
• Partner with Product & Engineering stakeholders to drive quality improvement initiatives and deliver the best member experience possible
• Attend key stakeholder meetings to continually provide awareness of new and ongoing issues as well as quality improvement initiatives
• Drive post mortems to identify process gaps and take corrective actions to prevent recurrences of similar issues
• Drive overall support readiness for new products and features

Qualifications

Basic Qualifications:

• BA/BS degree in Computer Science, Computer Engineering or related technical field
• 6+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field
• Experience with HTML and/or JavaScript
• Experience working with databases like SQL, Oracle or similar 
• Experience with Unix command line and/or Unix shell scripting 
• Experience with APIs or other web development technologies 

Preferred Qualifications:

• Familiarity AJAX
• Familiarity with cURL
• Programming skills in C++ or Java or Python
• Intermediate to advanced Hive, and Pig skills.
• Working knowledge of other business analytics tools (e.g., Tableau and Business Objects)
• Familiarity with issue management systems such as JIRA and Bugzilla
• Familiarity with CRM systems such as Salesforce, Zendesk and Microsoft Dynamics
• Ability to interact with diverse groups of technical and non-technical people
• Excellent oral and written communicat