Technical Services Manager Jobs in California

INTRODUCTION

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

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

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, problem-solving, and decision-making, with appropriate human judgment and oversight.

Suggested skills

- SQL
- HTML
- JavaScript
- Unix

COMPENSATION

- Pay range for this role is $88,000 to $144,000. 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.

ADDITIONAL 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. LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful. If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at accommodations@linkedin.com and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:
- 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

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response. LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link.

Global Data Privacy Notice for Job Candidates

Please follow this link to access the document that provides transparency around the way in which LinkedIn handles personal data of employees and job applicants.