Technical Services Manager

LinkedIn is the world's largest professional network, built to create economic opportunity for every member of the global workforce.
$103,000 - $170,000
Backend
Mid-Level Software Engineer
Hybrid
1,000 - 5,000 Employees
6+ years of experience
Enterprise SaaS

Description For Technical Services Manager

LinkedIn is seeking a Technical Services Manager to join our team in a hybrid work environment. This role is crucial in maintaining product health and quality by analyzing data from multiple sources and working directly with Engineering and Product Management teams. The position requires a blend of technical expertise and leadership skills to handle complex technical issues and drive strategic quality improvement initiatives.

As a Technical Services Manager, you'll be responsible for monitoring product health through various data sources, including real-time monitoring, member escalations, and help center discussions. You'll serve as the final escalation point before engineering, handling the most complex technical issues that couldn't be resolved through other support channels.

The role involves aggregating and analyzing member bugs/issues using internal tools and working closely with Product & Engineering stakeholders to prioritize and implement solutions. You'll be expected to drive strategic initiatives to improve product quality, focusing on metrics such as bug introduction rate, bug backlog, and SLA performance.

Key responsibilities include leading team projects, monitoring quality metrics, investigating complex technical cases, and ensuring support readiness for new product launches. You'll also be instrumental in conducting post-mortems and implementing process improvements to prevent issue recurrence.

The ideal candidate brings 6+ years of relevant experience, strong technical background including SQL and programming knowledge, and excellent analytical and communication skills. This position offers competitive compensation ($103,000-$170,000) and comprehensive benefits including equity participation. Join LinkedIn to help shape the future of professional networking while working with cutting-edge technology and talented teams.

Last updated 5 days ago

Responsibilities For Technical Services Manager

  • Monitor key metrics related to product quality and drive initiatives to achieve related goals
  • Review, investigate, and resolve complex technical member cases within target SLAs
  • Lead team projects and influence PTS team strategy
  • Monitor and analyze reporting and dashboards to identify issues
  • Partner with Product & Engineering stakeholders to drive quality improvement initiatives
  • Drive post mortems to identify process gaps
  • Drive overall support readiness for new products and features

Requirements For Technical Services Manager

Python
JavaScript
Java
  • 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

Benefits For Technical Services Manager

Equity
  • Annual performance bonus
  • Stock options
  • Comprehensive benefits package

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