A remote role at Spotify.
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Original listing text, shown exactly as published by the company.
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
You have 5+ years of experience in technical support operations, solutions engineering, technical program management, or a similar role
You have experience working with global vendor support teams across multiple time zones
You bring strong technical knowledge, including familiarity with ad serving, pixels, conversion tracking, APIs, debugging tools, and web technologies such as HTML and JavaScript
You can interpret technical documentation, bug reports, and engineering tickets, and translate them into clear guidance for a range of audiences
You take a proactive approach to identifying patterns, solving problems, and improving processes
You are detail-oriented and organized, with a focus on maintaining high-quality documentation and workflows
You communicate clearly and collaborate effectively across technical and non-technical teams
Where You'll Be
Spotify
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Open Source Software developed at Spotify
Source: company website
