Customer Engineer

Job description

FUGA, a leading digital music distribution platform headquartered in Amsterdam, is currently looking for an experienced, passionate, technically savvy professional to work in our Mechanics team (based in our Amsterdam office). As an intrical part of the technical arm of the Client Services (CS) department, the Customer Engineer will oversee both the ingestion of content from our label clients, as well as the delivery feeds to our DSP partners. Just as importantly you will be a go to person for wider team members when it comes to running data analysis, SQL queries and gathering other such business intelligence.

The ideal candidate will also be capable of building tools (alongside our Development team) to help optimize and streamline existing process within the CS team.


Role:

  • Technical point of contact for our clients, digital service providers and internally for the Client Services team.

  • Escalate issues where appropriate to the Head of Client Services and/or the Development team.

  • Work alongside Mechanics sub-team lead ie. Prioritizing and managing technical tickets.

  • Investigate, troubleshoot, and where possible solve (technical) issues.

  • Act as interface and point of contact between Client Services and Development teams.

  • Work with inhouse Product Owners to help develop tooling that will assist clients and/or internal FUGA stakeholders.


Responsibilities:

  • Running back catalog ingestions for (onboarding) clients.

  • Creating and updating scripts to automate daily tasks.

  • Work with DSC (Digital Supply Chain) Dev team to plan and prioritise CS work for development sprints.

  • Assign issues and prioritize work for the Mechanics team on a daily basis.

  • Manage daily monitoring of delivery queues and troubleshoot delivery errors.

  • Monitor trends data processing and troubleshoot queue issues.

  • Perform custom SQL queries upon request.

  • Run existing update scripts on request.

  • Perform/test DSP interface upgrades and code changes.

  • Create and update support documentation and procedures.

  • Train team members where needed.

  • Test software improvements & bug fixes.

  • Improve processes and efficiency to measurably improve scalability of technical components of client onboarding.

  • Provide email & phone support where required to clients.

Requirements

Who you are

You are tech savvy, communicative and have experience dealing directly with clients, developers, and operational teams. Some of the core qualities and capabilities we feel are required for this role are:

  • 2 or more years of experience in a client facing technical / operational support role.
  • Independent worker / thinker / planner.
  • Excellent communication and analytical skills.
  • Tech savvy.
  • Motivated to develop ones skill base.
  • Analytical and investigative.
  • Organized and comfortable tracking and prioritizing multiple issues.
  • Able to work under (time) pressure.
  • Comfortable working in an AGILE environment.
  • Skilled in using MySQL.


Even better 

We would be thrilled to have someone that is passionate about music and has a firm understanding of digital supply chain operations. So please make sure to mention if any of this describes you:  

  • Have music industry experience in digital operations.

  • Know how FUGA or a similar music delivery platform works.

  • Understand music metadata issues.

  • Knowledge of the digital music consumer landscape.


 Who we are

  • Small, enthusiastic team and a growing company with strong ambitions.

  • International business environment, colleagues and clients around the world with diverse backgrounds in music and tech.

  • Egalitarian, transparent environment with career growth opportunities.

  • Part of a dynamic industry: technology, media and entertainment.

  • Location - HQ in Amsterdam, with offices in London, NYC, Rome, and Korea.


About FUGA 

Founded in 2006, FUGA build software and provide services for the digital 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 New York, London and Milan and representatives in Paris, Los Angeles, Korea and Brazil.

 

We operate at the heart of the music industry with clients such as Armada Music , Spinnin’s Records, Tommy Boy, Ultra Records, Curb Records, Epitaph, Domino Recording Company and many more. FUGA connects these record labels, artists and distributors with online stores such as Spotify, iTunes, and Apple Music. FUGA's products & services provide a complete ecosystem for the digital product cycle. Clients manage, distribute and promote their music and collect on their revenue. By doing so FUGA enables its clients to optimize their business processes and successfully execute their strategy.