RRemoteville

How Remoteville checks and expires listings

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