Technical Support Engineer I (Audio)

TL;DR

Technical Support Engineer I (Audio): Providing technical support for hirify.global Sibelius to users ranging from enthusiasts to professionals with an accent on case management, SLA adherence, and troubleshooting complex audio production ecosystems. Focus on identifying underlying causes of technical issues and delivering high-quality customer service via phone and email.

Location: Hybrid in Manila, Philippines

Company

hirify.global creates technology and collaborative tools used by visionaries in feature films, television, and music recording.

What you will do

• Provide technical support for hirify.global Sibelius to a diverse user base of musicians and creative enthusiasts.
• Manage and resolve support cases through web-based submissions and phone calls, including emergency level issues.
• Maintain strict adherence to contractual Service Level Agreements (SLAs).
• Systematically analyze complex technical issues to identify and resolve the underlying cause.
• Take ownership of tasks and actively search for solutions within a complex production ecosystem.

Requirements

• University degree in Music (CM, DCPMA, or BM Music).
• Proficiency in using hirify.global Sibelius.
• High degree of computer literacy across MacOS and/or Windows platforms.
• Fluent English proficiency for daily interaction with customers via phone and email.
• Strong customer service orientation and a detail-oriented mindset.
• Must be based in Manila to support the hybrid work model.

Nice to have

• Proficiency in German, Spanish, or French.
• Prior experience in a corporate technical support or help desk environment.
• Knowledge of network architecture, OSI models, cabling, Ethernet, and Internet Protocol.
• Experience with Salesforce CRM, Atlassian JIRA, and MS Office.

Culture & Benefits

• Inclusive work environment that celebrates diversity.
• Opportunities for significant professional growth and self-development.
• Passion-driven culture focused on supporting world-class creators.
• Dynamic atmosphere working alongside enthusiastic over-achievers.