Associate Technical Services Manager

Responsibilities

• Oversee a product or major product features, making impactful business decisions with limited 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.

Requirements

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent experience.
• 3+ years of professional experience in Technical Support, Quality Assurance, Product Operations, Product Management, or a related field.
• Familiarity with web development technologies: HTML, JavaScript, SQL, AJAX, and APIs.
• Knowledge of Unix, cURL, Hive, 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
• JavaScript
• Unix
• 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

Benefits

Additional Information

The Associate Technical Services Manager at LinkedIn is based in Bangalore and operates under a hybrid work model, offering flexibility between working from home and collaborating in-office with relevant teams. This 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.

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