Manager - Technical Services
To see similar active jobs please follow this link: Remote Customer Success jobs
The Role
Bitly is seeking a Manager to lead our Technical Services Engineering team, reporting to the Director of Global Quality. Technical Services is a customer-facing and highly collaborative function that provides an integral service to our customers and a crucial amplification of the customer voice internally, requiring a combination of technical skills, expertise in all areas of the Bitly product, and excellent customer service. The responsibilities of the TSE team include bug triage and escalation, advanced Customer Support, and solutions consultation for managed accounts in partnership with Sales and Customer Success Management.
What You'll Do
Technical Support and Bug Triage
Lead bug triage and advanced technical support, including root cause analysis and escalation across Bitly’s technology stack
Collaborate with Engineering and Product teams to diagnose and prioritize issues, release patches, and communicate updates
Solutions Consultation
Partner with Sales and Customer Success teams as a key technical resource and applied subject matter expert on customer inquiries, providing consultative support for pre-sale, post-sale, and expansion needs
Provide detailed technical explanations and solutions to support customer and prospect calls, ensuring alignment with Bitly’s strategic objectives
Strategic Planning: contribute to Bitly’s success by creating and implementing departmental strategies for Technical Services that advance business priorities
Develop and execute departmental strategies for Technical Services that align with company goals
Oversee bug triage and escalation processes, maintaining an agile approach to accommodate development methodologies and release schedules
Drive innovations in product knowledge management and technical enablement for internal teams
Establish metrics tracking strategies to monitor issue density and contribute to road map planning
Collaboration: represent the Technical Services team and amplify the customer voice at every step in collaboration with senior leadership across departments
Global Customer Support: collaborate with Global Support leadership on Level 3 Support escalations to TSE team, bug reporting and triage, and customer communication regarding escalated issues
Sales and Customer Success Management: build and iterate on strategies for provision of technical solutions consultation and special data and technical requests for pre-sale, post-sale, and expansion touchpoints in Enterprise customer relationships
Product and Design: build strong relationships with Product Managers across all areas of the Bitly product suite, encouraging natural collaboration throughout the discovery, design, and development phases of Bitly’s SDLC
Engineering: work closely with Engineering leadership to establish collaborative relationships between Engineers and TSEs; implement escalation paths and resolution SLAs for both user-reported and internally identified bugs
Team Leadership: manage, mentor, and advise a global team of TSEs located in US and EU time zones
Monitor and make improvements to day-to-day operations of the TSE function
Lead by example; encourage a team environment that fosters positivity, innovation, and collaboration
Identify growth and improvement opportunities for team members; build individualized growth plans for personal and professional development
Who You Are
Proven experience in a leadership role in Technical Services, Support Engineering, Product Support Engineering, or equivalent function for a SaaS product
Outstanding communicator with a strategic mindset and proven success in cross-functional collaboration, process improvement, and stakeholder management
Ability to effectively explain complex technical topics to non-technical audiences
Able to appropriately represent Bitly in external communication with customers, partners, and vendors
Expert in technical problem-solving, root cause analysis, and troubleshooting, triage, and prioritization of bugs and customer requests
Skilled in navigating monitoring tools like TrackJS, Sentry, and Graphite
Advanced knowledge of RESTful API architecture with hands-on experience supporting API integrations
Comfortable using CLI and virtual machine environments
Experience using the following tools: Atlassian suite (Jira cloud, Confluence), Salesforce, Zendesk, Google Cloud (BigQuery, Cloud Logging)
US Employee Benefits
Your benefits start on Day 1!
Health & Wellbeing
Inclusive health, dental, and vision plans built to support diverse lifestyles
Employer contribution to HSA plans
Generous paid parental leave
Enhanced support for reproductive health, family planning, and new parents
Robust mental health support and Employee Assistance Program (EAP) with confidential counseling services
Comprehensive well-being benefits including reimbursement program
Flexible PTO policy and company breaks - At Bitly, we believe rest and relaxation are essential for rejuvenating the creative spirit that sets us apart
Inclusion & Belonging
Impactful connections and community building through our Employee Resource Groups
Global DEI programming
Company-sponsored events to connect Bitizens together
Financial
401k with up to 4% employer match, access to financial professionals to offer our employees the opportunity to plan for a strong financial future well beyond their working years
Company Stock Options
Life, Short-term Disability and Long-term Disability options
Flexible workspace support provided, including home office, cell phone and WiFi service reimbursement
Coworking reimbursement for eligible employees
Voluntary Benefits: Pet Insurance, LegalShield, IDShield, Hospitalization, and Accident coverages
Reimbursement for professional development
Eligibility & Closing
US applicants must be currently authorized to work in the United States on a full-time basis.
*** Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey, North Carolina, Pennsylvania, Texas, Vermont, Virginia, Washington ***
If you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)
#LI-AH1 #LI-Remote
About the job
Manager - Technical Services
To see similar active jobs please follow this link: Remote Customer Success jobs
The Role
Bitly is seeking a Manager to lead our Technical Services Engineering team, reporting to the Director of Global Quality. Technical Services is a customer-facing and highly collaborative function that provides an integral service to our customers and a crucial amplification of the customer voice internally, requiring a combination of technical skills, expertise in all areas of the Bitly product, and excellent customer service. The responsibilities of the TSE team include bug triage and escalation, advanced Customer Support, and solutions consultation for managed accounts in partnership with Sales and Customer Success Management.
What You'll Do
Technical Support and Bug Triage
Lead bug triage and advanced technical support, including root cause analysis and escalation across Bitly’s technology stack
Collaborate with Engineering and Product teams to diagnose and prioritize issues, release patches, and communicate updates
Solutions Consultation
Partner with Sales and Customer Success teams as a key technical resource and applied subject matter expert on customer inquiries, providing consultative support for pre-sale, post-sale, and expansion needs
Provide detailed technical explanations and solutions to support customer and prospect calls, ensuring alignment with Bitly’s strategic objectives
Strategic Planning: contribute to Bitly’s success by creating and implementing departmental strategies for Technical Services that advance business priorities
Develop and execute departmental strategies for Technical Services that align with company goals
Oversee bug triage and escalation processes, maintaining an agile approach to accommodate development methodologies and release schedules
Drive innovations in product knowledge management and technical enablement for internal teams
Establish metrics tracking strategies to monitor issue density and contribute to road map planning
Collaboration: represent the Technical Services team and amplify the customer voice at every step in collaboration with senior leadership across departments
Global Customer Support: collaborate with Global Support leadership on Level 3 Support escalations to TSE team, bug reporting and triage, and customer communication regarding escalated issues
Sales and Customer Success Management: build and iterate on strategies for provision of technical solutions consultation and special data and technical requests for pre-sale, post-sale, and expansion touchpoints in Enterprise customer relationships
Product and Design: build strong relationships with Product Managers across all areas of the Bitly product suite, encouraging natural collaboration throughout the discovery, design, and development phases of Bitly’s SDLC
Engineering: work closely with Engineering leadership to establish collaborative relationships between Engineers and TSEs; implement escalation paths and resolution SLAs for both user-reported and internally identified bugs
Team Leadership: manage, mentor, and advise a global team of TSEs located in US and EU time zones
Monitor and make improvements to day-to-day operations of the TSE function
Lead by example; encourage a team environment that fosters positivity, innovation, and collaboration
Identify growth and improvement opportunities for team members; build individualized growth plans for personal and professional development
Who You Are
Proven experience in a leadership role in Technical Services, Support Engineering, Product Support Engineering, or equivalent function for a SaaS product
Outstanding communicator with a strategic mindset and proven success in cross-functional collaboration, process improvement, and stakeholder management
Ability to effectively explain complex technical topics to non-technical audiences
Able to appropriately represent Bitly in external communication with customers, partners, and vendors
Expert in technical problem-solving, root cause analysis, and troubleshooting, triage, and prioritization of bugs and customer requests
Skilled in navigating monitoring tools like TrackJS, Sentry, and Graphite
Advanced knowledge of RESTful API architecture with hands-on experience supporting API integrations
Comfortable using CLI and virtual machine environments
Experience using the following tools: Atlassian suite (Jira cloud, Confluence), Salesforce, Zendesk, Google Cloud (BigQuery, Cloud Logging)
US Employee Benefits
Your benefits start on Day 1!
Health & Wellbeing
Inclusive health, dental, and vision plans built to support diverse lifestyles
Employer contribution to HSA plans
Generous paid parental leave
Enhanced support for reproductive health, family planning, and new parents
Robust mental health support and Employee Assistance Program (EAP) with confidential counseling services
Comprehensive well-being benefits including reimbursement program
Flexible PTO policy and company breaks - At Bitly, we believe rest and relaxation are essential for rejuvenating the creative spirit that sets us apart
Inclusion & Belonging
Impactful connections and community building through our Employee Resource Groups
Global DEI programming
Company-sponsored events to connect Bitizens together
Financial
401k with up to 4% employer match, access to financial professionals to offer our employees the opportunity to plan for a strong financial future well beyond their working years
Company Stock Options
Life, Short-term Disability and Long-term Disability options
Flexible workspace support provided, including home office, cell phone and WiFi service reimbursement
Coworking reimbursement for eligible employees
Voluntary Benefits: Pet Insurance, LegalShield, IDShield, Hospitalization, and Accident coverages
Reimbursement for professional development
Eligibility & Closing
US applicants must be currently authorized to work in the United States on a full-time basis.
*** Must live in or be willing to relocate to one of the following states to be eligible for hire: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Louisiana, Massachusetts, Michigan, Minnesota, New York, New Jersey, North Carolina, Pennsylvania, Texas, Vermont, Virginia, Washington ***
If you are based in California, we encourage you to read this important information for California residents linked here. (https://bitly.is/CPRACandidates)
#LI-AH1 #LI-Remote