Technical Support Engineer / Remote

About BeatStars

Since 2008 BeatStars has been the pioneering and go-to online music marketplace to connect millions of recording artists and music producers worldwide. BeatStars is also the leading artist discovery tool for all the major and independent labels. Most recently, BeatStars partnered with Sony Publishing to launch its publishing arm on the platform.

Now, with over 3 million monthly active users, we've paid over $350M to our creator community. We continue to support independent musicians with the tools, community, opportunities, and education they need to earn a living doing what they love.

What You’ll Be Doing

As a Technical Support Engineer, you’ll be helping to ensure that our users' technical queries are resolved in a timely and satisfactory manner. In this role, you will be responsible for working with different systems, software, and hardware following standard procedures to triage escalated customer issues and work to resolve those issues with the appropriate internal departments.

Responsibilities:

• Respond to escalated support tickets within SLA guidelines, investigating and resolving complex issues
• Communicate clearly and empathetically with users, keeping them informed throughout the resolution process
• Reproduce issues in-house and conduct triage, root cause analysis, debugging, and troubleshooting across BeatStars products
• Escalate issues requiring code fixes or developer intervention via Jira, ensuring accurate documentation
• Prioritize and advocate for urgent responses when necessary, testing applied fixes and updating users accordingly
• Engage in cross-functional calls to provide progress updates, action plans, and resolution details
• Continuously develop product, system, and network expertise through ongoing training
• Contribute to global improvement projects and maintain troubleshooting documentation in Confluence
• Proactively seek opportunities for self-improvement and enhancing the customer experience

What You’ll Need

• Bachelor’s Degree in Computer Science preferred, or Associate Degree and 2+ years’ experience providing IT support in a similar IT organization
• Solid understanding of web development and programming concepts
• Advanced troubleshooting skills in complex technology environments, including a structured approach to root cause analysis
• Previous experience with Zendesk or other ticketing system
• Previous experience with Jira or other project management systems
• Knowledge of object-oriented programming
• Experience working with schemaless databases
• Good level of hands-on generalist experience in 1 of these 4 areas: Java (e.g. JVMS & components), Operational Systems (e.g. Linux or Windows), Databases (e.g. Oracle, SQL, Postgres), or Networks (e.g. LDAP, Load Balancers, Proxies, SSL);
• Ability to convey technical concepts in a clear and user-friendly manner
• Excellent verbal and written communication skills to engage effectively with customers and team members
• MUST have Advanced English skills (written and verbal)

This role might be for you if:

• You are a team player. You understand that flying solo is a limiting and isolating choice and know that making your team look good works far better than creating a one-man show
• You are an expert communication router - you know how to find the best method and style to communicate thoughts, ideas, and feedback
• You have strong organizational and prioritization skills
• You relate well to people and easily establish good relationships
• You respond quickly and appropriately to the needs of others
• You have a knack for explaining complicated things simply
• You’re level-headed and cool under pressure. When things change, you know how to roll with the punches
• You can see the big picture and still manage the small details
• You are able to put yourself in the customer’s shoes to understand their issue and come up with proposed solutions, such as temporary workarounds, design changes, technical improvements, etc.
• You will blow us away with your work ethic, your passion, your integrity, your attitude, and your energy!

Benefits

We're a small and growing team working together closely. This means you will have a direct impact on any project that you work on and your success will be felt across the company. 

Other perks include:

• 100% remote working environment 
• Flexible working hours
• Virtual social events and a sense of community (even online)
• Global Recognition and Anniversary Program
• Plenty of opportunities while we grow and scale in a global environment
• Access to On-Demand Learning Platforms

#BI-REMOTE