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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  within the Integrations Technical Solutions org; you will provide technical phone and email support for Integrations across LinkedIn’s suite of Enterprise products. Putting our customers and partners first to deliver the best support experience possible. Enterprise Technical Specialists are 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 participate in helping  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:  

• Implement and/or troubleshoot customized Integrations solutions for clients in collaboration with internal sales partners and customer success managers; document and subsequently update the setups reactively  

• Leverage strong problem-solving skills to prioritize, escalate, report, and track incidents to closure for issues and bugs within job wrapping and LinkedIn Talent Solutions integrations  

• De-escalate customer situations with sound technical knowledge, impeccable customer service etiquette and expectation setting with external and internal audiences

• Serve as the SME and customer contact for the technical case working with Tier 3 and Product Operations managers as they work to fix issues or implement functionality  

• Work with Engineering, Product Management and Business Development as needed on certain partner specific aspects or code level changes   

• Identify opportunities to empower Tier 1 support through training and tools to resolve issues as quickly as possible  

• Work within a queue support model with a focus on SLA, Time To Resolve, and Customer Satisfaction targets

• Drive improvements in our support processes, systems & technologies to increase productivity and business process excellence. Including, but not limited to - collaboration sessions with Tier 1 and Tier 3 support, helping Product to understand customer voice, and keeping cross functional stakeholder teams updated on Support performance and process

Basic Qualifications:   

• 3+ years of experience in Technical Support or Technical account management supporting a product/solution utilizing multiple communication channels (email, chat and phone)
   
• 1 year experience with ANY scripting/querying or programming language, web protocols and/or developer tools like but not limited to (SQL, HTML, Java, C++, API, PHP, JavaScript/JSON, Postman, Python, JS Console, and Terminal ) 

  Preferred Qualifications:  

• BA/BS degree in Computer Science, Computer Engineering or a related technical field   

• Outstanding oral and written communications; ability to effectively communicate complex subject to influence decisions

• Experience with interacting with diverse groups of technical and non-technical individuals in an Enterprise environment

• Experience collaborating cross functionally  to build out new processes, automation and communications

• Comfortable working with ambiguity to provide clarity; resilient within a dynamic environment

• Experience with SQL, HTML, JavaScript/JSON, Postman, Python, JS Console, and Terminal (curl, logs, local server setup)   

• Understand API fundamentals 

• Experience with troubleshooting technical issues using browser-based developer tools   

• Experience with UNIX commands and cURL  

• Familiarity with issue management systems such as JIRA or Bugzilla  

• Familiarity with CRM systems such as Salesforce or Dynamics  

• A proven track-record of exceeding performance targets  

• Strong results-orientation and direct experience in utilizing data to identify critical trends

#LI-HYBRID 

All your information will be kept confidential according to EEO guidelines.

At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together. 

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