Technical Operations Lead

🕒 Maio 8

🗽 New York – Remoto

🗽 New York – Remote

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Spotify

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 2008

📱 Mídia

👥 B2C

🛍️ Comércio Eletrônico

Media • B2C • eCommerce

O Spotify é uma empresa global de streaming de áudio que oferece aos seus usuários acesso a uma vasta biblioteca de músicas e podcasts. Conhecido por seu foco em proporcionar experiências de escuta personalizadas, o Spotify emprega data scientists, engenheiros e Client Partners em diversas localidades ao redor do mundo para inovar continuamente e aprimorar suas soluções. A empresa promove uma forte cultura de diversidade, equidade e impacto, enfatizando pertencimento e inclusão em sua força de trabalho. O Spotify não está apenas comprometido em moldar o futuro do entretenimento em áudio, mas também em gerar impacto positivo na sociedade, com iniciativas voltadas para questões sociais e ambientais.

Descrição

• 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 • Partner with Product and Engineering to prioritize and resolve bugs, and support the incident management process • Build and improve escalation workflows and processes to ensure efficient communication between support, product, and engineering teams • Identify recurring issues 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 training programs • Review support cases to identify trends and improve support effectiveness • Collaborate cross-functionally with Product, Engineering, Product Marketing, and Sales Systems on launches

🎯 Requisitos

• 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 ability to collaborate effectively across technical and non-technical teams