Manager, Technical Services

Summary

Bitly is seeking a Technical Services Engineering Manager to lead the TSE team, perform technical support, bug triage, solutions consultation, strategic planning, collaboration, and team leadership. The ideal candidate should have experience in a leadership role in Technical Services or equivalent function for a SaaS product.

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)

Responsibilities

• 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 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
• Contribute to Bitly’s success by creating and implementing departmental strategies for Technical Services that advance business priorities
• 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
• Represent the Technical Services team and amplify the customer voice at every step in collaboration with senior leadership across departments
• Collaborate with Global Support leadership on Level 3 Support escalations to TSE team, bug reporting and triage, and customer communication regarding escalated issues
• 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
• 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
• 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
• 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

Benefits

• 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