Bitly is hiring a
Manager Technical Services

Summary

Join Bitly as a Manager to lead our Technical Services Engineering team, reporting to the Director of Global Quality. As a key technical resource and applied subject matter expert on customer inquiries, you will provide consultative support for pre-sale, post-sale, and expansion needs.

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
• 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
• Represent the Technical Services team and amplify the customer voice at every step in collaboration with senior leadership across departments

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 free counseling sessions
• 401(k) matching program to help you plan for your future
• Flexible PTO policy that allows you to take time off when you need it most