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Associate Technical Services Manager
2 weeks ago
Join Our Team as an Associate Technical Services Manager at LinkedIn
LinkedIn is more than just a platform for professionals - we are dedicated to empowering individuals to reach their career goals and make meaningful connections. As a global leader, we have the unique opportunity to impact the workforce worldwide through our innovative products and technologies.
Have a passion for transforming businesses? LinkedIn is seeking a dynamic and customer-centric individual to lead product quality efforts in a fast-paced, high-growth environment.
As an Associate Technical Services Manager, you will oversee product performance and quality by analyzing data from various sources, including real-time monitoring, member feedback, social media, and support discussions. You will collaborate closely with Engineering and Product Management to address issues and enhance the overall member experience.
Your role involves handling complex issues that require escalation, conducting in-depth investigations, and resolving technical challenges. By leveraging internal tools, reports, and data analysis, you will work with cross-functional teams to prioritize and address critical product issues.
In addition to managing escalations and bugs, you will drive strategic initiatives to elevate product quality, contribute to product launches and transitions, and ensure operational readiness.
RESPONSIBILITIES:
- Track and improve key product quality metrics
- Investigate and resolve technical member cases promptly
- Monitor and address issues using reports and dashboards
- Identify trends, top issues, and enhancement opportunities
- Collaborate with Engineering and Product teams on quality initiatives
- Participate in stakeholder meetings to address concerns and initiatives
- Conduct post mortems and enhance support processes
- Prepare for new product releases and features
BASIC QUALIFICATIONS:
- Bachelor's degree
- 2+ years of experience in Technical Support, Quality Assurance, or related fields
PREFERRED QUALIFICATIONS:
- Proficiency in HTML, JavaScript, SQL, AJAX, and web technologies
- Familiarity with Unix, cURL, and issue management tools
- Strong communication and analytical skills
- Experience in data analysis and business insights
- Knowledge of SQL, Hive, Pig, and business analytics tools
- Exposure to CRM systems like Salesforce and Zendesk
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