Title: Technical Services Manager
Location: Mountain View, CA
Duration: 6+ Months (medical, dental, vision benefits offered)
Our client was built to help professionals achieve more in their careers, and everyday millions of people use their products to make connections, discover opportunities and gain insights. Their global reach means they get to make a direct impact on the world’s workforce in ways no other company can. They’re much more than a digital resume – they transform lives through innovative products and technology.
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 & 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. 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, 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.
Responsible for a large product and feature set, or multiple products. Influences business decisions and leads major work streams on key projects.
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
Lead, organize and/or participate in cross team discussions, bringing in diverse perspectives and ensuring ideas are challenged respectfully.
Lead team projects, define improvements and influence the direction of PTS team strategy with impact across the organization.
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
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
BA/BS degree in Computer Science, Computer Engineering or related technical fields
6+ years of experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field
Familiarity with Unix and cURL
Must be able to interact with diverse groups of technical and non-technical people
Must have 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
Intermediate to advanced SQL, Hive, and Pig skills.
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
For immediate consideration, please contact Mikayla Weiner : [email protected]
Synergis ( www.synergishr.com ) serves the needs of leading technology firms, carefully matching talent to full-time, contract or project positions. Synergis recruiters have been a driving force of the tech space for over twenty two years. We draw from a wealth of experience with technology staffing, industry best practices and exceptional connections to match candidates with incredible opportunities.
Synergis is an Equal Opportunity/Affirmative Action employer