Technical Operations Lead

Spotify•New York, NY

7d•Remote

About The Position

Spotify is seeking a Technical Support Operations Lead to partner closely with their vendor Technical Support teams. These teams are responsible for supporting advertisers, sales partners, and internal stakeholders by resolving bugs, incidents, and platform issues. In this role, you will handle escalations, support day-to-day operations, and contribute to building a high-quality technical support function. You will act as a liaison between customers and engineering, ensuring efficient issue resolution and enhancing the overall support experience.

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, including familiarity with 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 a range of 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.
Clear communication and effective collaboration across technical and non-technical teams.

Responsibilities

Lead the day-to-day operations of vendor Technical Support teams, ensuring timely and accurate resolution of technical issues across advertiser and internal requests.
Serve as the primary escalation point for complex technical issues, troubleshooting and resolving problems before escalating to Engineering where possible.
Partner with Product and Engineering to prioritize and resolve bugs, and support the incident management process with clear and actionable information.
Build and improve escalation workflows and processes to ensure efficient 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 to ensure clarity and usability.
Identify skill gaps within the support team and support onboarding and ongoing learning programs in partnership with vendor training teams.
Review support cases to identify trends, improve quality, and enhance support effectiveness.
Collaborate cross-functionally with Product, Engineering, Product Marketing, Sales Systems, and other teams on launches, known issues, and improvements.