Technical Support Engineer

Tech Support Engineer

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.

Responsibilities:

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 PM IST (night shift), 1 PM IST to 10 PM IST (evening shift) and 7 AM IST to 4 PM IST (morning shift).

About you:

• 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

Together, we are Warner Music Group: Independent Minds. Major Sound.