Technical Support Engineer
Warner Music Group · Bengaluru, Karnataka, India
- On site
- Full-time
- $80,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Provide technical support for ADA group at WMG.
- Troubleshoot application, integration, and API issues.
- Collaborate with product and engineering teams.
- Document incidents and maintain knowledge base.
- Support independent artists and label partners.
About the role
About Warner Music Group
At Warner Music Group, we are 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, Collaboration, and Commitment.
Warner Music Group (WMG) is a global music entertainment company with a rich history and 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 Technical 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 AM 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.
Key skills/competency
- Technical Support
- Cloud-based applications
- SaaS applications
- Ticketing tools
- Jira
- ServiceNow
- APIs
- Log analysis
- System performance
- Troubleshooting
Skills & topics
- Technical Support Engineer
- Customer Support
- SaaS Support
- Cloud Support
- API Troubleshooting
- Log Analysis
- Jira
- ServiceNow
- Warner Music Group
- Music Industry
How to get hired
- Tailor your resume: Highlight your experience with cloud-based/SaaS applications, ticketing tools like ServiceNow/Jira, and API troubleshooting. Quantify your achievements in technical support roles.
- Craft a compelling cover letter: Express your passion for the music industry and Warner Music Group's mission. Clearly articulate how your skills align with the Technical Support Engineer responsibilities.
- Prepare for technical questions: Be ready to discuss your experience with log analysis, system performance, and troubleshooting methodologies. Practice explaining complex technical issues simply.
- Showcase collaboration skills: Emphasize your ability to work effectively with cross-functional teams (Ops, Business, Engineering, Product) and communicate across different time zones.
- Research WMG's values: Align your responses with WMG's core values of Curiosity, Collaboration, and Commitment during the interview process.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the typical career progression for a Technical Support Engineer at Warner Music Group?
- As a Technical Support Engineer at Warner Music Group, career progression often involves moving into more specialized technical roles, senior support engineer positions, or opportunities within product management or engineering teams. Your growth will be supported by WMG's commitment to development and opportunities within their diverse business units like ADA, WMX, or their record labels.
- What kind of technical challenges can I expect as a Technical Support Engineer at Warner Music Group?
- As a Technical Support Engineer at Warner Music Group, you can expect to troubleshoot a variety of technical challenges including application functionality, system integrations, API performance, and user access issues. You will work with logs, monitoring tools, and collaborate with engineering teams to resolve bugs and support product deployments within the ADA group, ensuring smooth distribution for independent artists and labels.
- Does Warner Music Group offer opportunities for learning and development for Technical Support Engineers?
- Yes, Warner Music Group is committed to innovation and employee development. As a Technical Support Engineer, you'll have opportunities to deepen your understanding of web applications, APIs, and dependent systems. WMG encourages continuous learning and provides a platform to contribute to knowledge bases and product improvements, fostering a culture of curiosity and growth.
- What are the benefits of working for Warner Music Group as a Technical Support Engineer?
- Working for Warner Music Group as a Technical Support Engineer offers the unique opportunity to combine your technical expertise with your passion for the music industry. You'll be part of a global leader, supporting independent artists and labels through the ADA group, and contributing to a company that values curiosity, collaboration, and commitment.
- How does Warner Music Group foster a diverse and inclusive work environment for its Technical Support Engineers?
- Warner Music Group actively values, appreciates, and respects everyone, encouraging applications from diverse backgrounds and experiences. As a Technical Support Engineer, you'll be part of a global collective that champions inclusion and diversity in all aspects of its business, creating a supportive and equitable workplace.
- What is the expected shift pattern for the Technical Support Engineer role at Warner Music Group?
- The Technical Support Engineer role at Warner Music Group requires flexibility to operate in rotational shifts. These include 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), ensuring coverage across different time zones.