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. 

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:

• Bachelor's 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

India Disability Policy 

LinkedIn is an equal employment opportunity employer offering opportunities to all job seekers, including individuals with disabilities. For more information on our equal opportunity policy, please visit https://legal.linkedin.com/content/dam/legal/Policy_India_EqualOppPWD_9-12-2023.pdf

Global Data Privacy Notice and Compliance Posters for Job Candidates 

Please use this link to access documents that provide information about how LinkedIn handles the personal data of employees and job applicants, as well as the E-Verify Participation Notice and the Department of Justice Immigrant and Employee Rights Section Right to Work posters: https://www.linkedin.com/legal/candidate-portal.