Spotify
5001 - 10000 employees
Founded 2008
📱 Media
👥 B2C
🛍️ eCommerce
Media • B2C • eCommerce
Spotify is a global audio streaming service company that offers its users access to a vast library of music and podcasts. Known for its focus on delivering personalized listening experiences, Spotify employs data scientists, engineers, and client partners across various global locations to continuously innovate and enhance its offerings. The company fosters a strong culture of diversity, equity, and impact, emphasizing belonging and inclusion in its workforce. Spotify is not only committed to shaping the future of audio entertainment but also to making a positive societal impact, with initiatives focused on social and environmental issues.
Technical Operations Lead
🕒 May 8
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Spotify
5001 - 10000 employees
Founded 2008
📱 Media
👥 B2C
🛍️ eCommerce
Media • B2C • eCommerce
Spotify is a global audio streaming service company that offers its users access to a vast library of music and podcasts. Known for its focus on delivering personalized listening experiences, Spotify employs data scientists, engineers, and client partners across various global locations to continuously innovate and enhance its offerings. The company fosters a strong culture of diversity, equity, and impact, emphasizing belonging and inclusion in its workforce. Spotify is not only committed to shaping the future of audio entertainment but also to making a positive societal impact, with initiatives focused on social and environmental issues.
📋 Description
• 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
🎯 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 ability to collaborate effectively across technical and non-technical teams
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