Client Success Engineer New York

Job description

Founded in 2006, FUGA offers distribution technology and services for the independent music industry. We have an extensive and growing international network of clients and partners in more than 50 countries. Our HQ is based in Amsterdam, the Netherlands, with offices in London, New York, Nashville Rome, Milan, Seoul, Tokyo, and representatives in Los Angeles, Paris, Germany and Sao Paulo.We operate in the heart of the music industry. FUGA connects distributors and record labels with digital service providers like Spotify, Apple Music, Amazon, Youtube and many more. FUGA's products & services provide a complete ecosystem for the digital distribution cycle. Clients manage, distribute and promote their music – and collect on their revenue.

What you do

  • Act as the second line support to the 1st line Client Support, Onboarding teams, and Commercial teams globally regarding technical issues with our products
  • Ask targeted questions to clients to quickly understand the root of the problem
  • Research and diagnose problems, collaborate with respective product engineering teams to resolve issues.
  • Run tests to ensure specific issues have been resolved
  • Track reported issues on Jira through to resolution and work within an agreed response time
  • Ensure all issues are properly logged
  • Keep up-to-date documentation that outlines problems and resolution process
  • Provide feedback to tech leads and the product team to help prioritise work to prevent future issues

Requirements

  • Have at least 3 years of proven experience in Client Success engineering, professional services, or sales engineering role
  • Basic coding skills in Ruby/Java/Python and can demonstrate the ability to troubleshoot code
  • Demonstrate the ability to understand API documentation and make manual API calls using POSTman or similar tools, and manual testing methodologies
  • Able to manipulate data and generate performance reports using SQL queries and spreadsheets
  • Good knowledge of GitHub and Atlassian products (Jira, Confluence, and Service Desk)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Prior experience in the music industry and or digital supply chain is a BIG plus!

We Offer

  • An inclusive, collaborative and friendly environment, that encourages new ideas and challenges
  • Stable company with an excellent reputation and growth track record
  • You will be working in an international environment with the chance of development – both personal and professional
  • Solving problems for an exciting and creative industry
  • Competitive salary
  • Friday afternoon beers (when COVID-19 restrictions don't apply)