Technical Support Engineer – Warner Music Group

Job Overview

Company: Warner Music Group
Division: ADA (Alternative Distribution Alliance)
Role: Technical Support Engineer
Location: Bangalore
Job Type: Full Time

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 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 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

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.