Enterprise Technical specialist

Customer Support  |  Bangalore, India

Position description

Position at LinkedIn

Enterprise Technical Specialist

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 an Enterprise Technical Specialist you will provide technical phone and email support for LinkedIn’s suite of Enterprise products, putting our customers first to deliver the best support experience possible.  Enterprise Technical Specialists is responsible for product implementations, and escalations, leveraging advanced technical skills and deep product knowledge to resolve customer requests and issues.  You will work closely with the Tier 3 support team and engineering to escalate production bugs, providing all of the information and data needed to quickly implement and analyze issues.  You will also have the opportunity to work closely with the Engineering and Product teams, to not only improve upon your technical and product knowledge, but also to participate in helping to improve the quality of LinkedIn's products.  You are a great fit for this role if you are laser-focused on helping your customers, an awesome problem solver, and capable of diving deep and learning quickly to master a wide array of products.  


  • Gather developer scraping requirements during initial onboard product implementation calls with customers
  • Evaluate, troubleshoot, and resolve technical escalations
  • When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support
  • Review, investigate, and resolve technical member cases within the target SLAs
  • Evaluate and troubleshoot client issues using problem-solving skills to prioritize, escalate, and track incidents to closure under pressure
  • Support Customer Success Managers (CSMs) in onboarding customers
  • Document customer requirements accurately to allow for effective product support by Tier 1 support
  • Develop deep product knowledge on a wide array of LinkedIn products to effectively differentiate genuine production bugs from other technical issues
  • Work within a queue support model with specific targets on client satisfaction, responding to clients in an effective and efficient manner
  • Learn and leverage advanced troubleshooting tools
  • Identify opportunities to better empower Tier 1 support through training and tools to resolve member issues as quickly as possible
  • Participate in regular meetings and calls with Tier 1 and Tier 3 support to ensure support teams are in sync and resolving issues in the most effective manner
  • Occasionally collaborate with members and customers on complex issues requiring direct communication to resolve
  • Drive improvements in our support processes, systems & technologies to increase productivity and business process excellence

Basic Qualifications:

  • BA/BS degree
  • 4+ years’ experience in Technical Support, Quality Assurance, Product Operations, Product Management or related field
  • Background in HTML and XML
  • Experience with UNIX commands and cURL
  • Experience with mobile platforms (iOS, Android)
  • Experience with troubleshooting technical issues using browser-based developer tools
  • Experience with web tracking and analytics technology including cookies, tracking pixels, ad tags, container tags, and analytics programs such as Google Analytics
  • 2+ years’ experience of SQL, HTML, and JavaScript
  • Experience with SQL to query data needed to troubleshoot cases
  • Experience in interacting with technical and non-technical individuals

Preferred Qualifications:

  • BA/BS degree in Computer Science, Computer Engineering or related technical field
  • Excellent oral and written communication skills and able to effectively communicate complex subjects to both technical and non-technical audiences at all levels
  • Customer communication soft skills with the ability to capture customer requirements, handle and resolve customer conflicts using various modes of communication
  • Strong background building impactful relationships on multiple levels, a proven track-record of exceeding performance targets
  • Adept at cross-functional team or individual partnership and collaboration with the ability to interact with all levels of the organization
  • Experience in the tech industry (preferably SaaS).
  • Practical knowledge with a scripting language
  • Strong results-orientation and direct experience in utilizing data to identify critical trends
  • Familiarity with HTML, JavaScript, SQL, AJAX, APIs, and other web development technologies
  • Familiarity with issue management systems such as JIRA and Bugzilla
  • Familiarity with CRM systems such as Salesforce and Oracle Service Cloud

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