TECHNICAL SERVICES MANAGER
LinkedIn was built to help professionals achieve more in their careers, and every day millions of people use our products to make connections, discover opportunities and gain insights. Our global reach means we get to make a direct impact on the world’s workforce in ways no other company can. We’re much more than a digital resume – we transform lives through innovative products and technology. Searching for your dream job? At LinkedIn, we strive to help our employees find passion and purpose. Join us in changing the way the world works. 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 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, and available data, and then work with their product, engineering and QA teams 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.
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