# Technical Operations Lead
**Company:** [Spotify](https://hotfix.jobs/companies/spotify)
**Location:** Remote
**Experience:** 5+ years
**Skills:** APIs, JavaScript, HTML, Ad Serving, Pixels, Conversion Tracking, Debugging Tools, Incident Management, Technical Documentation, Escalation Workflows
**Posted:** 2026-05-08
> Leads operations for vendor technical support teams, handles escalations, troubleshoots issues, and bridges customers with engineering to resolve platform problems. Requires 5+ years in technical support ops and familiarity with ad tech, APIs, JavaScript, and debugging.
## Job Description
## What You'll Do

- 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

## Who You Are

- 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**
- Can 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
- Communicate clearly and collaborate effectively across technical and non-technical teams
**Apply:** https://hotfix.jobs/jobs/technical-operations-lead-at-spotify-8274b3cd-21aa-48af-a288-add7ffc62ba7
**Canonical:** https://hotfix.jobs/jobs/technical-operations-lead-at-spotify-8274b3cd-21aa-48af-a288-add7ffc62ba7