Senior Enterprise Technical Systems Engineer
LinkedIn · Posted Oct 10
Professional networking, job search, recruiting, online learning, and B2B marketing services
Get a personal compatibility score
Add a resume for personal matches
About the role
LinkedIn's Elite Support team handles the most complex, time-sensitive, and high-visibility employee technology issues when standard playbooks are not enough. The role spans end-user computing across Mac, Windows, Android, and iOS, enterprise productivity applications, virtual desktops, networks, and event/executive technology, with an emphasis on AI-assisted diagnostics and automation. This senior engineer will own escalations end to end, deliver white-glove onsite support for executive engagements and high-profile events, drive durable fixes with Platform/Engineering, and create escalation-ready documentation to reduce repeat incidents.
What you will do
- Own resolution of the most complex, time-sensitive, and high-visibility end-user issues (onsite and virtual), leveraging AI-assisted diagnostics to accelerate triage and restore service with confidence and discretion.
- Resolve Mac, Windows, Android, and iOS edge-case escalations where standard playbooks fall short—triaging ambiguous symptoms, selecting the least-risk path to restore service, and documenting judgment calls to close gaps and reduce future exceptions.
- Own high-touch outcomes for escalations across enterprise applications (e-mail, calendar scheduling, presentations, browsers, and department-specific tools), using AI to surface probable causes, recommend fixes, and coordinate the right teams until the user is fully unblocked.
- Lead rapid, calm incident response for video conferencing and event technology escalations—quickly isolating failure points, restoring service in real time, and driving follow-through to prevent recurrence.
- Deliver white-glove onsite support for executive engagements and high-profile events—owning end-to-end readiness (A/V, connectivity, devices), proactive pre-checks, and rapid issue resolution with minimal disruption.
- Coordinate high-touch device readiness for critical hires, executive devices, and urgent replacements (mobile phones, peripherals, laptops, desktops), using automation and AI-assisted lifecycle processes to ensure a seamless experience.
- Feed the system: spot repeat patterns in escalations, capture crisp signals (root causes, steps, gaps), and partner with Platform/Engineering to drive durable fixes and ticket-class elimination over time.
- Maintain flexibility for extended hours or modified schedules to support planned activities, incident response, and critical deployments—stepping in when impact and visibility are highest.
- Use operational signals and incident learnings to identify risk, spot trends, and trigger proactive remediation—reducing repeat escalations rather than scaling manual coverage.
- Create and maintain escalation-ready documentation (runbooks, operational guides, decision trees), optimized for AI search/summarization—capturing judgment calls and edge cases to improve consistency and enable elimination of recurring issues.
- Partner cross-functionally and hold teams accountable for durable fixes to high-impact issues—driving post-incident follow-through and validating that changes eliminate the underlying ticket class.
- Assist in the roll-out and deployment of new product features and installations, leveraging testing, automation, and change enablement to support rapid iteration and growth.
- Work cross-functionally with other business units (e.g., Workplace, Security, HR, Facilities, and Engineering) to coordinate buildouts, initiatives, resolve escalations, and deliver consistent end-user experiences.
- Be the go-to person for first and second level support agents to represent automation needs in their space globally.
- Function well in a fast-paced, rapidly-changing environment—staying composed in high-pressure moments and using emerging tools to improve outcome quality and reduce repeat escalations.
Skills used in this role
What the employer is looking for
- B.S./B.A. in a technical field, or equivalent practical experience.
- Experience owning end-to-end resolution for complex end-user issues and escalations for a global staff.
- 5+ years of experience in end user support, including ownership of high-severity escalations and executive/high-visibility incident response.
- Experience with Windows, Mac, iOS, and Android platforms
- Experience with Office 365 administrative applications
- Demonstrated experience using AI tools (e.g., Copilot/Claude) to accelerate troubleshooting, create support runbooks/knowledge content, and build/automate workflows.
Preferred qualifications
- 5+ years in a large-scale infrastructure role.
- Experience with Azure / Office 365 Suite Implementation / Integration.
- Experience with virtual desktops and applications.
- Experience with Networks
- Experience with purchasing/procurement processes and budget tracking/forecasting for end-user hardware, peripherals, and support services.
- Strong interpersonal communication skills (including listening, speaking, and writing) and ability to work well in a diverse, team-focused environment with technical and non-technical partners.
Benefits and support
- Compensation and benefits are detailed in the job posting
About LinkedIn
LinkedIn is the world's largest professional network, connecting over a billion users globally to create economic opportunity. Owned by Microsoft, the platform provides tools for job searching, professional networking, B2B marketing, sales intelligence, and online learning. Through its data graph, it bridges the gap between global talent and enterprise organizations.
- Industry
- Professional Network
- Company size
- 10001+ employees
- Founded
- 2003-05-05
- Location
- Sunnyvale, California, USA
- Funding stage
- Public Company
Funding
Public Company · $103.5M raised
- 2003-11-01Seed$4.7M
- 2004-08-01Series A$10M
- 2007-01-15Series B$53M
- 2008-06-01Series C$22.7M
- 2014-05-15Post Ipo Debt$500M
Leadership
Chief Executive Officer
EVP of LinkedIn and Microsoft Office
President of Platforms and Digital Work
Senior Vice President & Chief Financial Officer
Senior Vice President & Chief Business Officer
Recent coverage
Briefs.co
LinkedIn Boss Ryan Roslansky to Leave Microsoft at End of 20262026-10-01
Social Media Today
LinkedIn grew its active user count in the EU in the first half of 20262026-09-01
HeyOrca
LinkedIn ditches post enhancement, launches Post Proofreader2026-09-01
Social Media Today
LinkedIn Continues To Add Users, Revenue2026-01-29