Technical Operations Lead

1 month ago
Full-time
Senior
Customer and Technical Support
Spotify

Spotify

Spotify is a leading global audio streaming service empowering artists and inspiring fans worldwide with over 70 million tracks. It has 365 million users, including 165 million subscribers, across 178 markets.

Media
Founded 2006

Description

  • Lead the day-to-day operations of vendor Technical Support teams and ensure timely, accurate resolution of technical issues.
  • Serve as the primary escalation point for complex technical issues and troubleshoot problems before escalating to Engineering when possible.
  • Partner with Product and Engineering to prioritize bugs and support the incident management process with clear, actionable information.
  • Build and improve escalation workflows and processes to strengthen communication between support, product, and engineering teams.
  • Identify recurring issues and root causes and advocate for long-term fixes that improve platform stability and reliability.
  • Own and maintain the technical knowledge base, troubleshooting guides, and escalation documentation.
  • Identify skill gaps within the support team and support onboarding and ongoing learning programs with vendor training teams.
  • Review support cases to identify trends, improve quality, and enhance support effectiveness.
  • Collaborate cross-functionally on launches, known issues, and product or system improvements.

Requirements

  • 5+ years of experience in technical support operations, solutions engineering, technical program management, or a similar role.
  • Experience working with global vendor support teams across multiple time zones.
  • Strong technical knowledge of ad serving, pixels, conversion tracking, APIs, debugging tools, and web technologies such as HTML and JavaScript.
  • Ability to interpret technical documentation, bug reports, and engineering tickets and translate them into clear guidance for different audiences.
  • Proactive approach to identifying patterns, solving problems, and improving processes.
  • Detail-oriented and organized, with a focus on maintaining high-quality documentation and workflows.
  • Strong communication skills and ability to collaborate effectively across technical and non-technical teams.
  • Ability to work within the Eastern Standard Time zone.
  • Experience in advertising technology or sales systems is implied as relevant context, though not explicitly required.

Benefits

  • $91,395–$130,564 USD base salary, plus equity.
  • Health insurance.
  • Six-month paid parental leave.
  • 401(k) retirement plan.
  • Monthly meal allowance.
  • 23 paid days off.
  • Paid flexible holidays.
  • Paid sick leave.

Interested in this position?

Apply directly on the company website

Apply Now

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