Associate Technical Services Manager

This role will be based in Sunnyvale.

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. 

As an Associate 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. Associate 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 members impacted revenue impact and other relevant factors.   

In addition to providing operational support for member escalations and product bugs Associate Technical Services Managers are also expected to drive strategic initiatives to improve product quality. Associate 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:    

• Owns a product or major product features; influencing business decisions with limited manager oversight  

• 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  

• 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  

• Organize and/or participate in team discussions inviting diverse ideas and engaging in healthy conflict when needed  

• Work independently to find facts and effectively communicate ideas that enhances products/services  

• 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 equivalent experience   

• 3 years of experience in Technical Support Quality Assurance Product Operations Product Management or a related field  

Preferred Qualifications:  

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

• Familiarity with Unix and cURL  

• Ability to interact with diverse groups of technical and non-technical people  

• Excellent oral and written communication skills and be able to effectively communicate complex subjects to both technical and non-technical audiences at all levels  

• Excellent analytical skills including the ability to pull data directly analyze large data sets and identify business insights from data  

• Strong results-orientation and direct experience in utilizing data to identify critical trends  

• Knowledge of Hive and Pig   

• Working knowledge of other business analytics tools (e.g. Tableau and Business Objects) a plus  

• Familiarity with issue management systems such as JIRA and Bugzilla  

• Familiarity with CRM systems such as Salesforce and Zendesk  

• Demonstrated AI fluency including the ability to thoughtfully apply AI tools to improve efficiency problemsolving and decisionmaking with appropriate human judgment and oversight. 

Suggested skills:   

• SQL   

• HTML    

• JavaScript   

• Unix   

LinkedIn is committed to fair and equitable compensation practices.    

The pay range for this role is $88000 to $144000. Actual compensation packages are based on several factors that are unique to each candidate including but not limited to skill set depth of experience certifications and specific work location. This may be different in other locations due to differences in the cost of labor.    

The total compensation package for this position may also include annual performance bonus stock benefits and/or other applicable incentive compensation plans. For more information visit  Information :

Equal Opportunity Statement 

We seek candidates with a wide range of perspectives and backgrounds and we are proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race color religion creed gender national origin age disability veteran status marital status pregnancy sex gender expression or identity sexual orientation citizenship or any other legally protected class.

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• Documents in alternate formats or read aloud to you
• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

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No

Employment Type :

Full-time