Wmg1mo ago

Technical Support Engineer

Bangalore · BangaloreFull-Timemid

Customer SuccessTechnical Support

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Quick Summary

Overview

At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here,

Technical Tools

Customer SuccessTechnical Support

At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we turn dreams into stardom and audiences into fans. We are guided by three core values that underpin everything we do across all our diverse businesses:

• Curiosity: We do our best work when we’re immersing ourselves in culture and breaking through barriers. Curiosity is the driving force behind creativity and ingenuity. It fuels innovation, and innovation is the key to our future.

• Collaboration: Making music and bringing it to the world is all about the power of originality amplified by teamwork. A great idea, like a great song, travels globally. We ignite passions and build connections across our diverse community of artists, songwriters, partners, and fans.

• Commitment: We pursue excellence for our team and our talent. Everything in music starts with a leap into the unknown, and we’re committed to keeping the faith, acting with integrity, and delivering on our promises.

Warner Music Group (WMG) is a global music entertainment company with a rich history and a diverse roster of artists, a diverse roster of artists, such as Ed Sheeran, Dua Lipa, Diljit Dosanjh, Armaan Malik, Darshan Raval, and Ayushmann Khurrana. We are committed to innovation and leveraging technology to enhance the music experience for our artists and fans.

WMG is home to a wide range of artists, musicians, and songwriters that fuel our success. That is why we are committed to creating a work environment that actively values, appreciates, and respects everyone. We encourage applications from people with a wide variety of backgrounds and experiences.

Consider a career at WMG and get the best of both worlds – an innovative global music company that retains the creative spirit of a nimble independent.

Your role:

The role is within the ADA (Alternative Distribution Alliance) group of WMG that enables independent artists and label partners to distribute their music via WMG's supply chain. We provide quality control, encoding, security, access to Digital Service Providers (DSPs, such as Spotify, YouTube and many more) and competitive rates.

The Tech Support Engineer is responsible for assisting customers and Ops teams with technical issues and providing timely solutions. The role involves troubleshooting issues related to application functionality, integrations, APIs, and system performance using logs and monitoring tools. Collaborate with product and development teams to resolve bugs, manage escalations, and support product updates or deployments. Key responsibilities also include documenting incidents, maintaining knowledge bases, and delivering clear, timely communication to users while ensuring a high-quality support experience.

Technical Support & Escalation

Understand the user journey and product features in depth and gain knowledge of the dependent systems (upstreams/downstreams) of the product and the contact points

Basic technical understanding of web applications to be able to perform first level of analysis using logs, APIs and browser inspect tools

Run approved and documented scripts/utilities/APIs

Build and manage Knowledge Base (KB) articles and provide inputs to the product/engineering teams for any recurring asks/issues

Act as a first level of escalation and assign/escalate issues to engineering on-calls for resolution

Cross-Functional Collaboration

Work closely with Ops, Business, Engineering and Product teams on issue resolution

Communicate trends, risks, and customer feedback to stakeholders

The role requires flexibility to operate in rotational shifts, specifically 8 PM IST to 5 AM IST (night shift), 1 PM IST to 10 PM IST (evening shift) and 7 AM IST to 4 PM IST (morning shift).

Bachelor’s degree in Computer Science, Information Technology or related field (or equivalent experience)

3-6 years of experience in product technical support supporting cloud-based or SaaS applications

Strong experience with ticketing and support tools (e.g., ServiceNow, Jira)

Effective communicator who can bridge technical and non-technical discussions

Comfortable collaborating in distributed teams across multiple time zones