Support Engineer (Music Tech)

TL;DR

Support Engineer (Music Tech): Providing technical support and issue resolution for a digital music distribution platform with an accent on customer request management and bug reporting. Focus on analyzing complex user problems, managing support tickets via email, and collaborating with development teams to resolve technical glitches.

Location: Must be based in Ukraine. Remote or office options available.

Company

A custom product engineering company delivering tech solutions for multinational organizations and scaling startups.

What you will do

• Maintain comprehensive knowledge of company products and operational flows.
• Process customer requests and proactively identify and report bugs.
• Analyze user problems to find and implement acceptable solutions.
• Manage customer support cases via email.
• Resolve issues directly or escalate them through the ticket system to relevant teams.

Requirements

• English: Upper-Intermediate (B2) level required for both written and verbal communication.
• 2+ years of professional experience in customer support.
• Proficiency in Microsoft Office.
• Location: Must be located in Ukraine.

Nice to have

• Experience with Jira and Confluence.
• Experience with Zendesk, Freshdesk, or similar ticketing systems.

Culture & Benefits

• Flexible work arrangement: choice between remote or office-based work.
• Company-paid medical insurance, mental health support, and legal consultations.
• Access to professional development via Udemy, internal workshops, and certifications.
• Internal mobility opportunities to explore diverse domains and technologies.
• Collaborative "One Team" culture with an open-door environment.