Why This Job is Featured on The SaaS Jobs
This Technical Operations Lead role sits at a critical junction common in mature SaaS platforms: translating real-world customer and revenue-impacting issues into actionable work for Product and Engineering. The remit spans advertiser-facing technical support, incident flow, and platform reliability signals, which are especially consequential in SaaS environments where product performance and trust directly influence retention and expansion.
From a SaaS career standpoint, the position builds durable operating leverage skills: designing escalation paths, tightening feedback loops, and turning recurring cases into root-cause narratives that engineering teams can prioritize. Ownership of knowledge bases and troubleshooting playbooks also develops the kind of institutional clarity that scales across regions, time zones, and partner teams, a recurring challenge in global SaaS support models.
This role tends to suit professionals who like structured problem solving and cross-functional coordination more than purely ticket-based execution. It is a strong match for someone comfortable working through ambiguity, balancing short-term incident response with longer-term process improvement, and communicating technical detail in a way that different stakeholders can act on.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Sell what you love. For us and millions of users across the globe, that’s Spotify. Join the Sales team and you’ll build the relationships that help grow our business in existing markets and beyond. We don’t just sell creative solutions to our clients and partners, we help to shape them; using our expert knowledge of ad products, sales channels and the industry to impact the way the world experiences music and podcasts.
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.
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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
- 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
- We offer you the flexibility to work where you work best! For this role, you can be within the Eastern Standard time zone.
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The United States base range for this position is $91,395–$130,564 USD, plus equity. The benefits available for this position include health insurance, six-month paid parental leave, 401(k) retirement plan, monthly meal allowance, 23 paid days off, paid flexible holidays, and paid sick leave. These ranges may be modified in the future.
Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.
At Spotify, we are passionate about inclusivity and making sure our entire recruitment process is accessible to everyone. We have ways to request reasonable accommodations during the interview process and help assist in what you need. If you need accommodations at any stage of the application or interview process, please let us know - we’re here to support you in any way we can.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service.
