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, 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 Tech 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.
Love this job and want to apply?
Click the “Apply” link at the top of the page, or apply directly with your LinkedIn. Applying with LinkedIn will import all of the information you put in your profile, but will still allow you to upload a resume and cover letter.
Don’t be discouraged if you don’t hear from us right away. We’re taking our time to review all resumes, and to find the best people for WMG.
Thanks for your interest in working for WMG. We love it here, and think you will, too.
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.
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