Technical Operations Lead

Spotify•New York, NY

1d•Remote

About The Position

We are looking for a Technical Support Operations Lead to partner closely with our vendor Technical Support teams. These teams support advertisers, sales partners, and internal stakeholders by resolving bugs, incidents, and platform issues. In this role, you’ll handle escalations, support day-to-day operations, and help build a high-quality technical support function. You’ll act as a bridge between customers and engineering, helping resolve issues efficiently and improving 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