Technical Services Manager

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. 

The Technical Services Manager role involves monitoring product health and quality using data from various sources such as real-time product monitoring member escalations social media and help center discussions.
The primary focus is on identifying and resolving complex technical issues before escalating them to Engineering and Product Management ensuring outstanding experiences for members and customers. This role also contributes to strategic initiatives aimed at improving product quality supports feature launches product sunsets and ensures product quality readiness.

Key Responsibilities

• Own a set of products and/or major product features making impactful business decisions without supervision.
• Track and improve key product quality metrics through actionable initiatives.
• Investigate and resolve complex member technical issues within SLA timelines.
• Proactively analyze dashboards and reports to identify and address issues.
• Prepare and share escalation trends pinpoint critical product concerns and suggest opportunities for improvement.
• Foster collaboration in team discussions encouraging diverse and constructive input.
• Leverage data insights to propose solutions for product/service improvements.
• Work closely with Product and Engineering teams to enhance product quality and customer experience.
• Communicate active issues and quality improvement efforts across teams.
• Conduct post-mortem analyses to identify and mitigate process gaps.
• Manage support readiness for the launch of new products features and product deprecations.

Qualifications :

Basic Qualifications:

• Bachelors degree in Computer Science Computer Engineering or equivalent experience.
• 5 years of professional experience in Technical Escalation & Support Quality Assurance Product Operations Product Management or a related field.

Preferred Qualifications:

• Familiarity with web development technologies: HTML JavaScript SQL AJAX and APIs.
• Knowledge of Unix cURL Hive Python and Pig.
• Experience with Tableau Business Objects or other business analytics tools is preferred.
• Proficiency in tools like JIRA Bugzilla Salesforce and Zendesk.
• Excellent verbal and written communication skills to effectively convey information to technical and non-technical stakeholders.
• Advanced analytical capabilities to extract insights from large datasets and prioritize tasks based on business impact.

Suggested Skills:

• SQL
• HTML
• Unix
• Python

Additional Information :

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No

Employment Type :

Full-time