Technical Support Lead

🕒 February 9

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Warner Music Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1920

📱 Media

💰 Post-IPO Debt on 2021-10

Media

Warner Music Group is a global music company that forms a collective of music creators and enthusiasts. The company is involved in recorded music, music publishing, and media brand development. Warner Music Group is dedicated to championing the individuality of artists and songwriters, empowering them through its iconic labels and distinctive brands. It hosts a wide variety of artists and is known for its commitment to creative freedom and limitless possibilities in the music industry.

📋 Description

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

🎯 Requirements

• 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

🏖️ Benefits

• WMG is committed to inclusion and diversity in all aspects of our business. • We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.