RRemoteville
Bitly logoBitly

Manager, Technical Services

Skills
Bug TrackingBuild Strong RelationshipsConsultationDefect TriageExternal SRoot CauseTechnical Services
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 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)

Day to day

  • 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
  • Partner with Sales and Customer Success teams as a key technical resource and subject matter expert on customer inquiries, providing consultative support for pre-sale, post-sale, and expansion needs