Technical Support Lead

About Warner Music Group

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, 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 as Technical Support Lead

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 Lead is responsible for overseeing day-to-day technical support operations, ensuring high-quality customer service, and leading a team of technical support engineers. This role combines hands-on expertise with leadership, process improvement, and cross-functional collaboration to deliver efficient and reliable support experiences.

Responsibilities

Establish and continuously refine support processes, with clearly defined and enforced SLAs to ensure timely resolution of support requests. strategic enabler of the business.

Team Leadership & Management

• Lead, mentor, and support a team of technical support specialists
• Assign and prioritize support tickets to meet SLAs and business needs
• Conduct performance reviews, coaching, and training initiatives
• Foster a customer-first, collaborative team culture

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
• Willingness to work in timezone overlapping India, Europe and US (12 PM to 9 PM IST OR 1 PM to 10 PM IST)

About You

• Bachelor’s degree in Computer Science, Information Technology or related field (or equivalent experience)
• 6-9 years of experience in product technical support supporting cloud-based or SaaS applications
• Prior experience in a senior, lead, or supervisory support role
• Experience mentoring, coaching, or training support team members
• 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

As the home to 10K Projects, Asylum, Atlantic Music Group, East West, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics, and several other of the world’s premier recording labels, Warner Music Group champions emerging artists and global superstars alike. And our renowned publishing company, Warner Chappell Music, represents genre-spanning songwriters and producers through a catalog of more than one million copyrights worldwide. Warner Music Group is also home to ADA, which supports the independent community, as well as artist services division WMX. In addition, WMG counts film and television storytelling powerhouse Warner Music Entertainment among its many brands.

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

Key skills/competency

• Technical Support Operations
• Team Leadership
• SLA Management
• Cloud/SaaS Applications
• ServiceNow/Jira
• API Analysis
• Knowledge Base Management
• Cross-functional Collaboration
• Mentoring & Coaching
• Problem Resolution