LinkedIn Hiring for Technical Escalation Specialist at Bengaluru, India Full Time

LinkedIn is the world’s largest professional network, built to help members of all backgrounds and experiences achieve more in their careers. Our vision is to create economic opportunity for every member of the global workforce. Every day our members use our products to make connections, discover opportunities, build skills and gain insights. We believe amazing things happen when we work together in an environment where everyone feels a true sense of belonging, and that what matters most in a candidate is having the skills needed to succeed. It inspires us to invest in our talent and support career growth. Join us to challenge yourself with work that matters.

Technical Escalation Specialist

As a Technical Support Specialist you will provide Tier 2 support for LinkedIn’s products, putting our members first to deliver the best support experience possible. Technical Support Specialists review escalations from the Tier 1 support team, leveraging advanced troubleshooting skills and deep product knowledge to resolve member issues as quickly as possible. When necessary, you will work closely with the Tier 3 support team to escalate production bugs to Engineering, providing all of the information and data needed to quickly analyze and triage issues. You are also responsible for identifying opportunities to improve the knowledge and training of Tier 1 representatives, as well as processes and tool improvements to further empower support teams to resolve member issues as efficiently and effectively as possible. 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.

Responsibilities:

• Evaluate, troubleshoot, and resolve member escalations from Tier 1

• 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

• Develop deep product knowledge on a wide array of products to effectively differentiate genuine production bugs from other technical issues

• 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

Basic Qualifications:

• BA/BS degree

• 2+ years of experience in Technical Support, Quality Assurance, Product Operations or Product Management

• 1+ years of experience in SQL, HTML, XML, Java script and UNIX commands

Preferred Qualifications:

• Familiarity with HTML, JavaScript, SQL, AJAX, APIs, and other web development technologies

• Familiarity with Unix and cURL

• Practical knowledge with a scripting language

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 http://careers.jobvite.com/linkedin/India-LinkedIn-Equal-Opportunity-for-Persons-With-Disabilities-Policy-2018.pdf

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: https://legal.linkedin.com/candidate-portal.