LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.

Join us to transform the way the world works.

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. 

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 and beyond 

• 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 

• Partner with Tier3 to enhance product and process improvement initiatives through collaboration. 

• Occasionally collaborate with members and customers on complex issues requiring direct communication to resolve 

Basic Qualifications: 

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

• Experience with SQL and UNIX commands 

• Ability to troubleshoot product escalations, conduct issue analysis, and find resolutions 

• Ability to advocate for member issues and work with stakeholders across the company 

• Ability to manage initiatives of low complexity and limited risk with moderate business impact 

• Ability to provide input into projects based on domain expertise and product knowledge 

• Ability to assist and guide IC1 in their projects and initiatives 

• Experience with one or more CRM tools and ticketing systems. 

 Preferred Qualifications: 

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

• Familiarity with cURL 

• Practical knowledge with a scripting language 

• Familiarity with Data analysis. 

Suggested Skills: 

• SQL 

• Unix 

• Troubleshooting 

• Escalation Management 

• Technical Support 

LinkedIn is committed to fair and equitable compensation practices. 

The pay range for this role is $69,000 to $100,000. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor. 

Equal Opportunity Statement

LinkedIn is committed to diversity in its workforce and is proud to be an equal opportunity employer. LinkedIn considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. LinkedIn is an Affirmative Action and Equal Opportunity Employer as described in our equal opportunity statement here: EEO Statement_2020 - Signed.pdf.

Please reference the following information for more information: https://legal.linkedin.com/content/dam/legal/LinkedIn_EEO_Statement_2020.pdf.

Please reference the following information for more information:  https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf and

 https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf  for more information.

LinkedIn is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.

Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process. Examples of reasonable accommodations include but are not limited to:

• Documents in alternate formats or read aloud to you
• Having interviews in an accessible location
• Being accompanied by a service dog
• Having a sign language interpreter present for the interview

A request for an accommodation will be responded to within three business days. However, non-disability related requests, such as following up on an application, will not receive a response.

LinkedIn will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by LinkedIn, or (c) consistent with LinkedIn's legal duty to furnish information.

San Francisco Fair Chance Ordinance ​

Pursuant to the San Francisco Fair Chance Ordinance, LinkedIn will consider for employment qualified applicants with arrest and conviction records.

Pay Transparency Policy Statement ​

As a federal contractor, LinkedIn follows the Pay Transparency and non-discrimination provisions described at this link: https://lnkd.in/paytransparency.

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.