Manager, Technical Services

Bitly is seeking a Manager to lead our Technical Services Engineering team, reporting to the Director of Global Quality. Technical Services is a customer-facing and highly collaborative function that provides an integral service to our customers and a crucial amplification of the customer voice internally, requiring a combination of technical skills, expertise in all areas of the Bitly product, and excellent customer service. The responsibilities of the TSE team include bug triage and escalation, advanced Customer Support, and solutions consultation for managed accounts in partnership with Sales and Customer Success Management.

• Technical Support and Bug Triage
  • 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
• Solutions Consultation
  • Partner with Sales and Customer Success teams as a key technical resource and applied subject matter expert on customer inquiries, providing consultative support for pre-sale, post-sale, and expansion needs
  • Provide detailed technical explanations and solutions to support customer and prospect calls, ensuring alignment with Bitly’s strategic objectives
• Strategic Planning: contribute to Bitly’s success by creating and implementing departmental strategies for Technical Services that advance business priorities
  • Develop and execute departmental strategies for Technical Services that align with company goals
  • Oversee bug triage and escalation processes, maintaining an agile approach to accommodate development methodologies and release schedules
  • Drive innovations in product knowledge management and technical enablement for internal teams
  • Establish metrics tracking strategies to monitor issue density and contribute to road map planning
• Collaboration: represent the Technical Services team and amplify the customer voice at every step in collaboration with senior leadership across departments
  • Global Customer Support: collaborate with Global Support leadership on Level 3 Support escalations to TSE team, bug reporting and triage, and customer communication regarding escalated issues
  • Sales and Customer Success Management: build and iterate on strategies for provision of technical solutions consultation and special data and technical requests for pre-sale, post-sale, and expansion touchpoints in Enterprise customer relationships
  • Product and Design: build strong relationships with Product Managers across all areas of the Bitly product suite, encouraging natural collaboration throughout the discovery, design, and development phases of Bitly’s SDLC
  • Engineering: work closely with Engineering leadership to establish collaborative relationships between Engineers and TSEs; implement escalation paths and resolution SLAs for both user-reported and internally identified bugs
• Team Leadership: manage, mentor, and advise a global team of TSEs located in US and EU time zones
  • Monitor and make improvements to day-to-day operations of the TSE function
  • Lead by example; encourage a team environment that fosters positivity, innovation, and collaboration
  • Identify growth and improvement opportunities for team members; build individualized growth plans for personal and professional development

Who You Are

• 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)

US Employee Benefits

Your benefits start on Day 1!

Health & Wellbeing 

• Inclusive health, dental, and vision plans built to support diverse lifestyles
• Employer contribution to HSA plans
• Generous paid parental leave
• Enhanced support for reproductive health, family planning, and new parents
• Robust mental health support and Employee Assistance Program (EAP) with confidential counseling services
• Comprehensive well-being benefits including reimbursement program
• Flexible PTO policy and company breaks – At Bitly, we believe rest and relaxation are essential for rejuvenating the creative spirit that sets us apart

Inclusion & Belonging

• Impactful connections and community building through our Employee Resource Groups
• Global DEI programming
• Company-sponsored events to connect Bitizens together

Financial

• 401k with up to 4% employer match, access to financial professionals to offer our employees the opportunity to plan for a strong financial future well beyond their working years
• Company Stock Options
• Life, Short-term Disability and Long-term Disability options
• Flexible workspace support provided, including home office, cell phone and WiFi service reimbursement
• Coworking reimbursement for eligible employees
• Voluntary Benefits: Pet Insurance, LegalShield, IDShield, Hospitalization, and Accident coverages
• Reimbursement for professional development